Online Engagement Specialist

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Online Engagement Specialist
Location: Remote — LATAM
Employment Type: Full-Time (Independent Contractor)
Industry: Travel & Hospitality
Compensation: $1,720 – $1,820 USD/month
Schedule: 40 hours/week | Eastern Time (EDT)
Working Hours

• Monday – Wednesday: 4:00 PM – 11:00 PM (or 12:00 AM EDT)
• Saturday – Sunday: 12:00 PM – 8:00 PM (or 9:00 PM EDT)

• Serve as the first point of contact for website visitors through live chat.
• Engage prospective clients in real time using a friendly and consultative approach.
• Respond to customer questions about destination weddings, travel services, and the planning process.
• Personalize conversations to deliver an exceptional customer experience.
• Build rapport with visitors and encourage continued engagement.

• Engage with prospective clients to understand their travel and wedding planning needs.
• Collect and update customer information accurately within the CRM.
• Qualify leads and connect them with the appropriate Destination Wedding Specialist.
• Schedule consultations and ensure clients receive all necessary follow-up communications.
• Support a seamless transition from initial inquiry to specialist consultation.

• Manage multiple live chat conversations simultaneously while maintaining exceptional response times and service quality.
• Support engagement and lead conversion through personalized interactions.
• Contribute to improving chat messaging, workflows, and customer experience.
• Collaborate with internal teams to continuously optimize performance and conversion rates.

• Work closely with Marketing and Sales teams to improve customer engagement strategies.
• Share customer insights and feedback to enhance chat performance.
• Help identify opportunities to improve operational efficiency and lead generation.

• C1 English proficiency or higher (written and spoken) is REQUIRED.
• Outstanding written communication skills with excellent grammar and spelling.
• Minimum 2 years of experience in:
  • Live Chat Support
  • Customer Support
  • Customer Success
  • Online Sales Support
  • Lead Qualification
• Experience interacting with customers through live chat, messaging platforms, or CRM systems.
• Typing speed of 60+ WPM.
• Ability to confidently manage multiple customer conversations simultaneously in a fast-paced environment.
• Tech-savvy with the ability to quickly learn new platforms and digital tools.
• Excellent organizational skills and attention to detail.
• Ability to work independently in a fully remote environment.

• Experience within:
  • Travel
  • Hospitality
  • Tourism
  • Wedding Industry
• Experience using live chat software and CRM platforms.
• Experience scheduling appointments for sales teams.
• Previous experience supporting U.S.-based customers.

• Increase qualified lead generation.
• Improve consultation booking rates.
• Deliver an exceptional customer experience through live chat.
• Successfully manage multiple concurrent conversations while maintaining quality and responsiveness.
• Increase visitor engagement and conversion.
• Help drive the growth of confirmed destination wedding events.

• Competitive compensation in USD.
• 10 paid days off annually (prorated during the first year).
• Fully remote contractor opportunity.
• Join a collaborative and growing team.
• Opportunity to make a direct impact in a newly created position.
• Long-term career growth within the travel and hospitality industry.
• Dynamic, technology-driven environment focused on delivering exceptional customer experiences.

• Do not meet the C1 English requirement.
• Do not demonstrate excellent written English skills.
• Have typing speeds below 60 WPM.
• Lack experience managing multiple live customer conversations simultaneously.
• Are unavailable to work the required Eastern Time (EDT) schedule.

This is a remote/telecommute position.