Customer Support Representative – LATAM

About the role

WeTravel is looking for a Customer Support Representative to join our global team and serve travel organizers across Latin America. You will be the front‑line contact, helping users get the most out of our platform while working remotely with high autonomy.

Key responsibilities

• Respond to customer inquiries via email, chat and phone with empathy and efficiency.
• Resolve product‑related issues, investigate bugs with engineering, and validate fixes.
• Maintain and improve help‑center content, workflows, tags, macros and reporting.
• Collaborate with product, engineering and sales teams to enhance the customer journey.
• Participate in occasional weekend shifts (approximately one 4‑hour shift every 7‑9 weeks).

Required profile

• 4+ years of experience in customer support, preferably in SaaS or tech‑driven environments.
• Advanced English (C1+) and fluent Spanish, both written and spoken.
• Strong written and verbal communication, even under pressure.
• Self‑motivated, organized and comfortable working independently.
• Quiet home office setup and flexible availability for occasional weekend work.

Required skills

• Experience with modern support platforms such as Intercom or Zendesk.
• Familiarity with inbox management, workflows, tags, macros and reporting tools.
• Bonus: phone support experience.
• Bonus: knowledge of Zapier, APIs or Google Analytics.

What we offer

• Remote‑first work environment with high impact and visibility.
• Collaborative culture that values feedback and continuous improvement.
• Opportunities to influence product and support strategy.