Customer Support Specialist, Travel Agency

Purely Optimal

. Handle email inquiries, triage the inbox, prioritize, and resolve member tickets .

Posted 10/7/2026full-timeRemote • Philippines, Brazil, United States, MexicoJunior💰 $200 - $500 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within the travel industry, effectively managing inquiries and resolving issues through various communication channels. Proficient in using helpdesk and CRM tools while maintaining a calm and organized approach under pressure.

Highest-signal resume keywords

Travel Industry ExperienceCustomer Support ExperienceExcellent Written and Spoken EnglishStrong Writing SkillsHelpdesk and CRM Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Email SupportTicketing Environment ExperienceIssue ResolutionAccount VerificationBooking Coordination

Soft Skills

Calm Under PressureEmpathetic CommunicationOrganizational SkillsDetail-OrientedSolutions-First Mindset

Tools & Technologies

Helpdesk ToolsCRM SoftwareBooking Platforms

Industry Keywords

OTATravel AgencyAirlineHotelBooking Platform

About the role

Key responsibilities & impact

Handle email inquiries, triage the inbox, prioritize, and resolve member tickets
Support members via email, live chat, and occasional phone regarding bookings, cancellations, modifications, membership, and billing
Guide members through the platform and resolve issues at first contact where possible
Verify identities and securely handle account details
Coordinate with operations and suppliers on booking and at-property issues
Escalate appropriate cases at the appropriate time
Maintain canned responses and help content
Identify recurring issue patterns and flag root causes to the operations team

Requirements

What you’ll need

Travel industry experience required, including experience at an OTA, travel agency, airline, hotel, or booking platform
1–2+ years in customer or member support, ideally email-based or in a ticketing environment
Excellent written and spoken English
Strong writing skills and ability to explain complex topics simply
Calm and empathetic under pressure with a solutions-first mindset
Organized and detail-oriented; able to manage a busy ticket queue
Comfortable learning helpdesk, CRM, and booking tools
Reliable internet connection and quiet, professional remote workspace
Availability to work Monday to Friday, 8:00 AM to 5:00 PM Eastern Standard Time
One-minute video required as part of the application

Benefits

Comp & perks

Remote-first with a flexible, results-driven culture
Room to grow into senior support or operations as the company scales
Direct line to the operations team, with influence on process improvements
Full-time freelance engagement on a monthly invoice
Training period with daytime schedule overlap before transitioning to the standard EST shift