The Customer Support Specialist will own member inquiries from first message to resolution, primarily handling email support while also managing live chat and occasional voice interactions. This remote role requires travel industry expertise to resolve booking, cancellation, membership, and billing issues efficiently, coordinate with operations teams, and identify recurring problems to improve systemic processes within a US business hours schedule.

• Job Location: Remote (Must work EST Business Hours)
• Employment Type: Full-Time (Freelance/Monthly Invoice Basis)
• Salary: USD 200 – 500 Monthly
• Shift: Monday–Friday, 8:00 AM – 5:00 PM EST

Travel Hack Ventures Inc. operates a membership travel service that unlocks private hotel rates across millions of properties worldwide. Members pay an annual fee and save significantly on bookings powered by a global network of suppliers. The support team serves as the human face of this promise, ensuring every member feels valued and supported throughout their travel journey.

• Handle email inquiries as primary channel; triage inbox and resolve tickets with clear, accurate replies.
• Support members via live chat and occasional phone for bookings, cancellations, modifications, and billing.
• Guide members through platform features and aim for first-contact resolution wherever possible.
• Verify identity securely and handle account details following strict data-handling procedures.
• Coordinate with operations and suppliers to resolve at-property or complex booking issues.
• Maintain and refine canned responses and help content for consistent fast answers.
• Identify patterns in recurring issues and flag root causes to operations team for systemic fixes.
• Escalate appropriate cases promptly with full context and documentation.

• Travel industry experience is REQUIRED (OTA, agency, airline, hotel, or booking platform).
• Excellent written and spoken English; warm, professional, and clear communication style.
• 1–2+ years in customer/member support, preferably email-based or ticketing environments.
• Strong writing instincts; ability to explain complex issues simply in one well-crafted reply.
• Calm, empathetic demeanor under pressure with genuine solutions-first mindset.
• Organized and detail-oriented; capable of managing busy queues without dropping threads.
• Tech-comfortable; quick learner of helpdesk, CRM, and booking systems.
• Reliable internet connection and quiet, professional remote workspace.
• Availability to work US Eastern Standard Time business hours regardless of home timezone.

How to Apply

Interested candidates must submit the following via Apply here:

1. Your CV
2. A short note detailing your support experience
3. Required: One-minute video explaining why you are a fit for this role
4. Optional but Encouraged: Brief sample reply to a member requesting booking cancellation

Why This Job Might Be a Good Fit

This position is ideal for a travel-savvy support professional seeking remote flexibility with direct impact on member satisfaction in a growing hospitality tech company. It offers the opportunity to shape support processes while working US hours from anywhere, with clear pathways to senior support or operations roles as the organization scales globally.

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