Company OverviewOur client operates a two-sided marketplace and software platform in the outdoor hospitality space.
On one side, travelers use the platform to discover and book campgrounds and RV parks.
On the other, park operators rely on the software to manage reservations, payments, availability, and day-to-day operations.
Because the product sits directly in the flow of bookings and payments, support is not just a service function — it's critical to customer trust, retention, and revenue.
When issues happen, they often involve real travel plans and time‐sensitive situations.Your RoleWe're hiring a Customer Support & Operations Lead to make support fast, consistent, and scalable.
This is not a typical support role — you'll lead a small team and build the system behind it: how tickets are triaged, escalated, automated, and improved over time.
Support here is mission‐critical.
Issues often involve bookings, payments, and real travel plans, so speed, clarity, and judgment matter.
You'll also use AI tools (like Claude) to reduce manual work and improve workflows.You'll:Lead and coach a 5‐person support teamBuild workflows for triage, escalation,



and resolutionCreate playbooks for high‐stakes issuesUse AI to automate repetitive workIdentify recurring issues and fix root causesShip weekly improvements (process, automation, documentation)Share clear updates on what's working, what's breaking, and what needs fixingYou Bring:3–6+ years in customer support, operations, or similar rolesExperience leading or mentoring support teamsStrong written English and customer communication skillsExperience working in startups or software environmentsA systems mindset — you think in processes, not just ticketsComfort using AI tools to improve workflows and efficiencyStrong organization and follow‐throughAbility to stay calm and make decisions under pressureBonus Points:Experience with operationally complex products (payments, bookings, marketplaces)Background in Customer Success or cross‐functional rolesExperience building SOPs, macros, or internal toolsFamiliarity with automation tools or AI workflowsWhat's Offered:Fully remote contractor roleOpen to candidates across LATAMWork aligned with U.S. business hours (overlap required)20 days PTO + U.S. holidaysCompetitive USD compensation (based on experience)High ownership and visibility within a small teamOpportunity to build and shape the support system from the ground up#J-*****-Ljbffr

📌 Customer Support & Operations Lead (Ai-First) - Latam - Remote (Xico)
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