Senior Customer Support Specialist (LATAM)

Location: Remote

Reports to: Director of Business Operations

About the Role

We'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 Do

Frontline Work

- Work the same volume of tickets, calls, and emails as the rest of the CS team via HubSpot Help Desk
- Own complex or escalated customer issues, including retreat-related disputes and rebooking logic
- Be the first point of contact for any escalation — high-risk cancellations, VIP disputes, policy exceptions, anything beyond what a rep should resolve alone
- Know when a case exceeds your own authority and escalate it to the Director of Business Operations with clear context
- Step in to cover volume spikes, PTO, or gaps in team coverage
- Coordinate with the inventory and operations teams on cases involving availability changes, vendor issues, or booking conflicts

Mentor (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 calls
- Spot productivity gaps and friction points across the team and bring them to the Director of Business Operations, with recommendations — not just flags
- Share best practices informally — walk a rep through a tough call, show a better way to handle a tricky cancellation, model good phrasing
- Flag recurring pain points to management

Systems & Reporting

- Bring experience with AI-assisted support tooling (e.g., Intercom Fin AI or similar) to help evaluate and roll out automation that reduces manual ticket load
- Partner with the Director of Business Operations on process improvements and SOPs

What We're Looking For

- 3+ years in customer support
- Startup experience: comfortable with ambiguity, wears multiple hats, builds process rather than waiting for it to exist
- Scrappy and systems/process-oriented — genuinely energized by fixing a broken workflow, not just running the one that's handed to you
- Hands-on experience with HubSpot Help Desk or a comparable CRM/ticketing platform
- Experience with Intercom Fin AI or similar AI-assisted support tools is a strong plus
- Native/fluent or advanced English speaker with strong verbal communication — this role includes phone support
- Experience in travel, hospitality, wellness, or a similarly relationship-driven service industry is a plus, but not required

Why This Role

- Real 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 foundation
- Fully remote, working closely with a small, high-context leadership team, plus close collaboration with CS, inventory, account management, and operations

Compensation: $35,000-45,000 USD/year, commensurate with experience.

📌 Senior Customer Support Specialist (México)
🏢 Stealth Startup
📍 México