Senior Customer Support Specialist

About the role

We are a fast‑growing e‑commerce company that provides international driving permits to travelers worldwide. As a Senior Customer Support Specialist you will be the first point of contact for our customers, handling inquiries via email, WhatsApp and phone while ensuring every interaction meets our high‑quality standards.

Key responsibilities

• Respond to all customer messages within the defined SLA, clearing the inbox each day.
• Review each order against a quality checklist before processing.
• Follow up on open cases proactively, without needing reminders.
• Identify and flag edge cases early for escalation.
• Maintain accurate records in our support tools and contribute to weekly quality reviews.

Required profile

• Minimum 4 years of experience in customer support, preferably in an e‑commerce or travel‑services environment.
• Strong written English (native or near‑native) with a professional, human tone.
• Self‑managed and able to close loops without constant supervision.
• Open to regular feedback and continuous improvement.

Required skills

• Experience with email and messaging platforms, especially WhatsApp.
• Proficiency in support and project‑management tools such as ClickUp, Intercom and Airtable.

What we offer

• Fully remote work from anywhere.
• Full‑time contract (~40 hours/week) paid monthly in USD.
• Clear growth path toward senior CS, QA or team‑lead roles as the company scales.