Customer Support / Travel Operations Specialist
- Remote (Latin America-based)
- Full-time, 40 hours/week, ideally 12pm–8pm EST, Contractor
- Tech Stack: Front, internal database tools, Excel/spreadsheets, AI tools
At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About the Company:
Our client is an AI-enabled travel company focused primarily on hotels and rental cars, with some exposure to flights. They help travelers manage bookings while maximizing points and loyalty benefits. With a strong focus on operational efficiency and customer experience, they are building a smarter travel support experience for their users.
About the Role:
We’re looking for a Customer Support / Travel Operations Specialist who is detail-oriented, proactive, and comfortable working in a fast-moving remote environment. This role functions more like a back-office travel agent than a traditional customer support position. You’ll handle manual reservation tasks, support customers with booking-related issues, and work closely with the founder and cofounder to improve processes over time.
You Will:
- Manage manual hotel reservations, booking changes, cancellations, and reconciliations
- Call hotels or airlines when needed to resolve reservation issues
- Respond to customer support requests through a shared inbox
- Troubleshoot account, platform, and booking-related issues
- Review booking data across internal tools and spreadsheets to resolve discrepancies
- Handle a daily volume of customer support requests, ranging from quick responses to more complex operational cases
- Identify recurring issues and proactively suggest process improvements
- Learn and manage internal homegrown tools used for customer support operations
About You:
Your Background:
- Experience in customer support, travel operations, hospitality, or a similar operational role
- Strong Excel/spreadsheet skills
- Excellent written English communication skills
- High attention to detail and accuracy
- Comfortable learning and using internal tools and systems
- Proactive and resourceful, with a mindset of improving processes rather than only executing tasks
- AI-forward and interested in using AI tools to work more efficiently
Nice to Have:
- Experience in travel or hospitality
- Familiarity with hotel reservations, cancellation policies, confirmation numbers, and reservation workflows
- Exposure to points, miles, or loyalty programs
- Experience working in a shared inbox or ticket-based support environment
Compensation & Benefits:
- Compensation: $1,800–$2,500 USD/month
- Benefits:
- 10 days PTO
- US federal holidays + 3 floating holidays
- Candidate may use their own device to start
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