Community Support Specialist (Epic Trips)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Community Support Specialist (Epic Trips) based in Brazil.

As a Community Support Specialist, you'll help travelers and Travel Buddies navigate every stage of their group-trip journey. You'll provide thoughtful support throughout a journey that can span several months, from booking through departure. Working in a high-volume, shift-based environment, you'll handle questions, resolve complex issues, and investigate situations that don't always have an established answer. You'll combine structured processes with independent problem-solving and a warm, human communication style. Your work will directly contribute to a smooth, safe, and meaningful experience for travelers from around the world. This is a fully remote role within a collaborative, multicultural customer experience environment.

Accountabilities:

• Handle questions, requests, and support cases from travelers and Travel Buddies through tickets and various online and offline channels.
• Resolve complex customer issues by applying established processes, policies, guidelines, and support resources.
• Investigate situations that do not yet have clearly defined processes and take initiative to identify appropriate solutions.
• Escalate cases that fall outside existing procedures and collaborate with relevant teams to make informed decisions.
• Identify situations involving traveler safety or potential risks and follow the appropriate escalation protocols.
• Accurately document every customer interaction, including contact reasons and relevant case information.
• Contribute to improving ticket categorization, taxonomy, and deflection processes through accurate and consistent documentation.
• Maintain a healthy and organized support queue while balancing response speed, quality, and overall traveler experience.
• Requirements:
  • Advanced English proficiency, with confidence communicating clearly and naturally with travelers from diverse backgrounds.
  • Previous experience in customer service, customer support, Customer Experience, or a related field.
  • Ability to follow processes, playbooks, and canned responses while maintaining a welcoming and human communication style.
  • Strong organizational skills and attention to detail, particularly when categorizing tickets and recording customer information.
  • Comfortable working in high-volume environments with structured, shift-based routines.
  • Strong problem-solving and critical-thinking skills, especially when handling cases without an obvious solution.
  • Ability to work autonomously, investigate issues, take initiative, and involve the appropriate people when necessary.
  • Availability to work a 5x2 schedule, including weekends, based on operational requirements.
  • Strong awareness and sensitivity when identifying situations that may involve safety concerns or other risks.
  • Experience with customer support or high-volume support operations is a plus.
  • Familiarity with ticketing platforms, support tools, or CRM systems is a plus.
  • Experience working in technology companies, startups, marketplaces, or digital platforms is advantageous.
  • Experience in travel, tourism, remote work, or multicultural environments is a plus.
  • Curiosity and a proactive approach to understanding the context behind each customer situation.
  • Benefits:
    • Fully remote work arrangement.
    • Opportunity to support travelers and contribute to meaningful international group-trip experiences.
    • Work within a global and multicultural environment.
    • Collaborative Customer Experience team and opportunities for continuous learning.
    • Role offering exposure to customer support operations, problem-solving, and process improvement.
    • Flexible operational environment structured around shift-based support coverage.