Représentant(e) service client à distance pour une entreprise de télécommunications. Réponse aux demandes, résolution des plaintes et gestion des abonnements en français et en anglais.
About the role
- Community Support Specialist supporting Worldpackers travelers and Travel Buddies throughout group trips. Resolving complex cases and safety concerns across high-volume support channels.
Responsibilities
- Handle questions and requests from travelers and Travel Buddies through tickets across online and offline channels
- Resolve complex problems by following team processes, policies, and guidelines
- Investigate cases without established processes and identify appropriate solutions
- Escalate situations outside existing processes and collaborate with relevant people and teams
- Identify and act on traveler safety situations according to escalation protocols
- Accurately log every contact and reason
- Contribute to the evolution of ticket taxonomy and deflection processes
- Keep the support queue organized and healthy while balancing speed, quality, and traveler experience
- Support travelers and Travel Buddies throughout their approximately four-month journey around group trips
Requirements
- Advanced English, with confidence communicating with travelers from different parts of the world
- Previous experience in customer service, support, Customer Experience, or related areas
- Ability to work with processes, playbooks, and canned responses while maintaining a human and approachable tone
- Strong organization and attention to detail
- Experience working in high-volume environments with a structured, shift-based routine
- Strong problem-solving skills
- Autonomy to investigate, take initiative, and involve the right people when needed
- Availability to work a 5x2 schedule, including weekends, according to operational needs
- Ability to recognize situations involving risks or safety concerns and act according to defined protocols
- Previous experience in Customer Support, Customer Experience, or high-volume support operations is a plus
- Experience providing support in tech companies, startups, marketplaces, or digital platforms is a plus
- Experience with ticketing/support tools and CRMs is a plus
- Experience or familiarity with travel, tourism, or global communities is a plus
- Experience working in remote and multicultural teams is a plus
- Curiosity and interest in understanding the context behind each situation is a plus
Benefits
- Global, diverse, and inclusive community
- Continuous learning
- Meaningful work focused on personal growth, cultural exchange, and social and environmental sustainability
- Fully remote work arrangement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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