Department: Operations
Employment Type: Fixed Term Contract
Location: Mexico
Compensation: $18,000 - $21,000 / year
Description
YOUR JOURNEY STARTS HERE...
About Wetravel
Travel gives people new experiences and brings them together, sometimes in life-changing ways. That’s especially the case for group travel and multi-day travel where the participants get to really immerse themselves. Passionate travel organizers make this magic happen and WeTravel is here to support those travel organizers. We help them publish their trip offerings, take bookings, process payments, pay suppliers/vendors, and digitize their operations. This helps travel organizers get more bookings, save time, and save money.
OUR VALUES
This position presents the opportunity to work in a business-critical role in a rapidly growing company. You will also uphold our four core values:
- Be the solution - take ownership, drive collaboration
- Be resourceful - strive for new wins every day
- Be honest - default to transparency
- Be respectful - treat others like you want to be treated
We encourage applicants from diverse backgrounds and underrepresented groups and would invite you to apply. A diverse workforce is a highly productive one, so why not take a chance, send us your application even if you don't meet all our requirements, we may surprise you!
“Culture add” is so much better than "culture fit" and welcome applications from all groups, irrespective of your, age, disability, gender reassignment, gender, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, veteran status and sexual orientation.
We celebrate our diversity.
OUR WORK ETHIC
At WeTravel, we are building a High Performance Culture where we reward top performers, expect a work environment at WeTravel that is fast-paced, demanding and deeply committed to putting our customers first. Our global footprint spans 30 countries, requiring your flexibility, agility, and dedication to our team.
Our high-performing team members are prepared to give their best by embracing the early mornings, late nights, and intensive project work. This commitment to excellence and to tackling challenges head-on is what positions us at the front of our industry.
Joining WeTravel means stepping into a dynamic, demanding environment where your contribution makes a real difference. It’s a place for those ready to dive into their work, push beyond comfort zones, and achieve collective goals through hard work and perseverance.
Here, ambition isn’t just welcomed; it’s essential for those fully committed to our mission of leading the market in the fintech SaaS space.
Key Responsibilities
As a Customer Support Representative at WeTravel, you’ll be the face of our brand, directly impacting our users' success and satisfaction. You’ll help create exceptional experiences by resolving issues, educating users about our product, and ensuring they achieve maximum benefit from our platform. You’ll thrive in a fast-paced, dynamic environment and collaborate across teams to enhance our product and service.
We’re looking for someone who is not only deeply customer-focused but also has a growth mindset, values feedback, and is passionate about working with cross-functional teams such as engineering, product, and sales.
Key Responsibilities
- Customer Education: Develop expert-level knowledge of our ever-evolving product. Educate users on its features, share best practices, and empower them to succeed.
- Problem-Solving: Diagnose whether inquiries stem from user misunderstandings or product bugs. Teach users when applicable and escalate issues to the product team when necessary. Gather and relay user insights to help improve the product.
- Content Creation: Contribute to and enhance our FAQ, help center articles, and internal documentation, ensuring content stays accurate and relevant.
- Collaboration: Work closely with engineering, product, and sales teams to address customer feedback and continuously improve processes.
- Inbound Support & Sales: Guide potential customers through initial inquiries and support sales efforts by connecting prospects with demos or additional resources.
Multichannel Support: Handle customer inquiries across email, chat and messaging with professionalism and empathy.
Skills Knowledge and Expertise
What We’re Looking For
- Experience: Previous customer service experience is important, especially with dynamic and fast-paced environments. Experience creating content for FAQs or product documentation is a strong plus.
- Language Skills: Exceptional written and verbal communication skills in English and Spanish, with the ability to communicate clearly and concisely, even in escalated situations.
- Customer Focus: A friendly, empathetic demeanor, and a true passion for helping people succeed.
- Problem-Solving Mindset: Detail-oriented and analytical, capable of troubleshooting issues and identifying opportunities for improvement.
- Adaptability: Thrives in a fast-changing environment and embraces a growth mindset, open to feedback from peers and managers alike.
- Collaboration: Comfortable working with cross-functional teams, including engineering, product, account management and sales.
- Time Management: Excellent organizational skills, able to balance routine tasks and reactive support effectively.
- Availability: Willingness to work flexible hours, including occasional weekend shifts.
- Work Environment: Access to a quiet home office setup.
Benefits
- Attractive compensation
- Unlimited Paid Time Off!
- Annual team off site.
- Cambly for colleagues for whom English is not their first language
- Access to Headspace, ensuring piece of mind and well being
- 2 week cross-functional onboarding training program for all new colleagues.
- Maternity and Paternity benefits even for Contractors - wherever you are in the world.
- The latest Apple tech you need to be successful.
- A'Dam Program for you to visit us in Amsterdam for 2-4 weeks every year.
For candidates resident outside the location where the role is advertised, salaries are weighted according to local factors and considerations based on where you reside. 
