Customer Support Specialist – Travel Industry (Remote)

About the role

Travel Hack Ventures Inc. offers a membership travel service that gives members access to private hotel rates worldwide. As a Customer Support Specialist you will be the primary point of contact, handling member inquiries from the first message through to resolution.

Key responsibilities

• Manage email inquiries, triage the inbox, prioritize and resolve tickets with clear, friendly replies.
• Provide support across email, live chat and occasional phone for bookings, cancellations, modifications, membership and billing questions.
• Guide members through the platform, verify identity securely and handle account details following data‑handling procedures.
• Coordinate with operations and suppliers to resolve at‑property or booking issues and escalate cases when needed.
• Maintain and improve canned responses and help content for fast, consistent answers.
• Identify recurring issue patterns and flag them to operations to address root causes.

Required profile

• Travel industry experience (OTA, travel agency, airline, hotel or booking platform).
• 1‑2+ years in customer or member support, preferably email‑based or ticketing environment.
• Excellent written and spoken English – clear, warm and professional.
• Calm, empathetic and solutions‑oriented under pressure.
• Organised, detail‑oriented and able to manage a busy ticket queue.

Required skills

• Email support
• Helpdesk / ticketing systems
• Live chat
• CRM tools
• Booking systems

What we offer

• Salary USD 200‑500 per month, based on experience.
• Full‑time remote schedule: Monday‑Friday, 8 AM‑5 PM EST.
• Freelance engagement type with reliable internet and a quiet professional workspace.