Senior Customer Support Specialist

Senior Customer Support Specialist (LATAM)Location: RemoteReports to: Director of Business OperationsAbout the RoleWe're looking for a hands-on Senior Customer Support Specialist to work tickets, calls, and escalations alongside the rest of our Customer Support team — while also serving as the go-to person when something exceeds what a rep should handle alone.This is a true hands-on role: the majority of your time is spent working the same volume of tickets, calls, and emails as the rest of the team, plus owning complex or escalated cases. You'll set the standard for how support should be done, mentor the team informally by example, and surface ideas and patterns to leadership — without taking on formal management or accountability for the team.You'll work closely with the broader CS team as well as our inventory and operations functions, and escalate anything that exceeds what should be resolved at your level to the Director of Business Operations.What You'll DoFrontline WorkWork the same volume of tickets, calls, and emails as the rest of the CS team via HubSpot Help DeskOwn complex or escalated customer issues, including retreat-related disputes and rebooking logicBe the first point of contact for any escalation — high-risk cancellations, VIP disputes, policy exceptions, anything beyond what a rep should resolve aloneKnow when a case exceeds your own authority and escalate it to the Director of Business Operations with clear contextStep in to cover volume spikes, PTO, or gaps in team coverageCoordinate with the inventory and operations teams on cases involving availability changes, vendor issues, or booking conflictsMentor (Lead by Example)Set the standard for response quality, tone, and resolution speed — reps learn the right way by watching how you handle real tickets and callsSpot productivity gaps and friction points across the team and bring them to the Director of Business Operations, with recommendations — not just flagsShare best practices informally — walk a rep through a tough call, show a better way to handle a tricky cancellation, model good phrasingFlag recurring pain points to managementSystems & ReportingBring experience with AI-assisted support tooling (e.g., Intercom Fin AI or similar) to help evaluate and roll out automation that reduces manual ticket loadPartner with the Director of Business Operations on process improvements and SOPsWhat We're Looking For3+ years in customer supportStartup experience: comfortable with ambiguity, wears multiple hats, builds process rather than waiting for it to existScrappy and systems/process-oriented — genuinely energized by fixing a broken workflow, not just running the one that's handed to youHands-on experience with HubSpot Help Desk or a comparable CRM/ticketing platformExperience with Intercom Fin AI or similar AI-assisted support tools is a strong plusNative/fluent or advanced English speaker with strong verbal communication — this role includes phone supportExperience in travel, hospitality, wellness, or a similarly relationship-driven service industry is a plus, but not requiredWhy This RoleReal ownership over how support gets done, during a period of real change (AI tooling, team restructuring, seasonal scaling)Autonomy paired with a strong existing operational foundationFully remote, working closely with a small, high-context leadership team, plus close collaboration with CS, inventory, account management, and operationsCompensation: $35,000-45,000 USD/year, commensurate with experience.