Jobgether Opportunities

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.

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.