ABOUT TRAVEL HACK
Travel Hack Ventures Inc. operates a membership travel service that unlocks private hotel rates across millions of properties worldwide. Members pay an annual fee and save more than they spend, with bookings powered by a global network of hotel suppliers. Our support team is the human side of that promise, the people who make sure every member feels looked after.
THE ROLE
As a Customer Support Specialist, you will own member inquiries from first message to resolution. The bulk of the role is handling email support, reading carefully, answering clearly, and resolving issues in as few replies as possible, alongside live chat and occasional voice support. You will work closely with the operations team to keep members moving through bookings, cancellations, and account questions without friction.
WHAT YOU'LL DO
- Handle email inquiries as the core of the role, triage the inbox, prioritize, and resolve member tickets with clear, accurate, friendly replies.
- Support members across channels, email, live chat, and occasional phone, on bookings, cancellations, modifications, membership, and billing questions.
- Guide members through the platform and resolve issues at first contact wherever possible.
- Verify identity and handle account details securely, following member verification and data-handling procedures.
- Coordinate with operations and suppliers to resolve at-property or booking issues, and escalate the right cases at the right time.
- Keep canned responses and help content sharp so common questions get fast, consistent answers.
- Spot patterns in recurring issues and flag them to the operations team so we fix root causes, not just tickets.
Requirements
WHAT YOU BRING
- Travel industry experience (required). You have worked in travel or hospitality before, whether at an OTA, travel agency, airline, hotel, or booking platform, and you understand how bookings, cancellations, and itineraries actually work.
- Excellent written and spoken English, clear, warm, and professional. Members judge us by how well you communicate, so this matters as much as the travel knowledge above.
- 1–2+ years in customer or member support, ideally email-based or in a ticketing environment.
- Strong writing instincts, able to explain something complex simply and resolve it in one well-crafted reply.
- Calm and empathetic under pressure, with a genuine solutions-first mindset.
- Organized and detail-oriented, comfortable managing a busy ticket queue without dropping threads.
- Tech-comfortable, quick to learn helpdesk, CRM, and booking tools.
- A reliable internet connection and a quiet, professional remote workspace.
TOOLS & SKILLS
Travel Industry · Email Support · Helpdesk / Ticketing · Live Chat · CRM · Written English · Problem-Solving · Booking Systems
Benefits
COMPENSATION & SCHEDULE
- Salary: USD 200–500 per month, depending on experience.
- Shift: Monday to Friday, 8:00 AM to 5:00 PM Eastern Standard Time (EST). You must be available to work US business hours regardless of your home time zone.
- Engagement type: Remote, full-time, freelance basis (monthly invoice).
- Training period: First 2-4 weeks may run on a daytime schedule overlapping with the operations team before transitioning to the standard EST shift.
WHY TRAVEL HACK
- Remote-first with a flexible, results-driven culture.
- Real impact, you are the human members rely on when it matters most.
- Room to grow into senior support or operations as the company scales.
- A direct line to the operations team, your insights shape how we improve.
HOW TO APPLY
Send your CV, a short note on your support experience, and a one-minute video (required) telling us why you are a fit for this role. Optional but encouraged: a brief sample of how you would reply to a member email asking to cancel a booking, we care most about how you communicate.
Skills Required
- Travel industry experience (OTA, travel agency, airline, hotel, or booking platform)
- Excellent written and spoken English, clear and professional communication
- 1-2+ years in customer or member support, ideally email-based or ticketing environment
- Strong writing instincts, able to explain complex issues simply and resolve in one reply
- Calm and empathetic under pressure with a solutions-first mindset
- Organized and detail-oriented, able to manage a busy ticket queue
- Tech-comfortable and quick to learn helpdesk, CRM, and booking tools
- Reliable internet connection and a quiet, professional remote workspace
What We Do
OUR STORY: At Purely Optimal, we believe that health and vitality are a priority. Our company was born out of a need for trusted, quality products. With so many supplements available on the market today, we experienced first-hand the difficulty of choosing a good brand to bring into our home. Instead of taking a chance with our health, we decided to create our own products; sourcing only the purest ingredients with the highest quality, made with care. We are so proud to share our health products with families just like yours because we know one thing is true - you deserve the best. OUR MISSION: Purely Optimal is a premium health supplement company committed to helping individuals and families live a longer, healthier, and happier life. We believe that by providing your body what it needs to perform at its peak, you’ll be able to focus on the things that are important to you. When it comes to the wellness of your family, we know you expect only the best, just as we do. That is why we are committed to sourcing the best ingredients for our products. More than just a health supplement company, we are here to support you every step of the way in your journey for an optimal mind, body and soul.
