Chat Support Agent resolving customer inquiries through live chat for a products - and - services company. Troubleshooting issues, documenting interactions, and improving customer satisfaction remotely.
About the role
- Customer Support Specialist helping hosts and travelers through multiple channels in a global community. Providing empathetic support and collaborating to enhance customer experiences.
Responsibilities
- Support hosts and travelers through multiple communication channels, including HubSpot, WhatsApp, and the Worldpackers Inbox.
- Resolve questions, issues, and conflicts with empathy, professionalism, and sound judgment.
- Ensure every interaction meets our quality standards and service level expectations.
- Respond to public reviews and feedback, helping strengthen the trust our community places in Worldpackers.
- Identify recurring customer pain points and share insights that help improve our product and processes.
- Keep customer information and support records accurate and well documented.
- Update host profiles to ensure our community standards remain high.
- Report product bugs and technical issues to our Product and Engineering teams with clear, actionable information.
- Collaborate with teammates across different areas to continuously improve the experience we deliver.
- Monitor your own performance and actively seek opportunities to improve customer satisfaction.
Requirements
- Advanced English (written communication is part of your daily routine)
- Intermediate Spanish
- Previous experience in Customer Support, Customer Experience, or another customer-facing role
- Strong written communication skills
- Ability to stay organized while managing multiple conversations and priorities
- A genuine passion for helping people solve problems
- Experience with HubSpot or similar customer support platforms (nice to have)
- Experience working at a startup, marketplace, or technology company (nice to have)
- Familiarity with Slack, Trello, and Google Workspace (nice to have)
- Experience handling payment platforms such as Stripe, Iugu, or similar (nice to have)
- Basic Portuguese (nice to have)
Benefits
- Work from anywhere in the world
- Supportive work culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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