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 Representative to work day-to-day tickets from travelers and park operators. You'll follow the triage and escalation playbooks the support team has built, resolve what's within your scope, and flag anything that needs a lead's judgment or urgency. Support here touches real bookings and real trips, so accuracy and follow-through matter as much as speed.You’ll:Answer support tickets from travelers and park operators across chat, email, and phoneTriage each ticket against the team's playbooks and resolve what's within your scopeEscalate payment, booking,



or account issues that need a lead's judgmentUse AI tools to draft responses faster and keep documentation currentLog recurring issues so the team can address root causesKeep ticket notes and macros accurate so the next person isn't starting from zeroMeet response and resolution targets during your shiftYou Bring:1-3 years in customer support or a similar customer-facing roleStrong written English, clear enough for U.S.-based travelers and operatorsComfortable handling a high volume of tickets without losing accuracy on payment or booking detailsCalm, clear communication when a traveler's trip is on the lineComfortable using AI tools to speed up repetitive parts of the jobBasic troubleshooting instincts, digging into an issue before escalating itReliable schedule adherence and follow-through on open ticketsBonus Points:Experience in travel, hospitality, or marketplace supportFamiliarity with booking or payment platformsBackground writing macros or contributing to support documentationExperience working in a startup or software environmentWhat’s Offered:Fully remote contractor roleOpen to candidates across LATAMWork aligned with U.S. business hours (overlap required)20 days PTO + U.S. holidaysReports to the Customer Support & Operations Lead, with room to grow as the team scalesCompensation based on experienceInterview Process1️⃣ Intro call — experience, communication, and approach to support2️⃣ Hiring manager interview — systems thinking and escalation judgment3️⃣ Short challenge — propose workflows, automations, and metrics for sample scenarios4️⃣ Final conversation — alignment and expectations

📌 Customer Support Representative ? - Latam - Remote (Hermosillo)
🏢 Atomic Hr
📍 Hermosillo