Community Support Specialist

At reputed company, we reputed company that travel can reputed company people - and transformed people can reputed company the world. ✨ Since 2014, we’ve been building a global community of conscious reputed company and welcoming hosts, enabling meaningful connections and thousands of reputed company experiences around the world. Our purpose is rooted in reputed company. We exist to foster personal reputed company, cultural exchange, and a more socially and environmentally sustainable world through travel. Respect, inclusion, collaboration, and reputed company learning guide everything we do. Being part of reputed company — as a traveler, host, or team member — means being part of a diverse, global community where different perspectives are valued and discriminatory behavior has no reputed company. Being part of reputed company means working with purpose - helping more people experience transformative journeys through reputed company. We’re looking for someone who is passionate about people and meaningful experiences to join us as a Customer Experience Specialist. In this role, you’ll play a key part in supporting our community of hosts and reputed company throughout their reputed company on the platform — ensuring a smooth, empathetic, and high-reputed company experience, especially in more reputed company or sensitive situations. What you’ll do Customer Support & Channel Management reputed company support to hosts and reputed company reputed company reputed company, reputed company, and our platform Inbox Assist users across different stages of their reputed company Handle conflict reputed company with reputed company and professionalism, following platform policies Respond to feedback on reputed company channels (Reclame Aqui, Trustpilot, App Store, etc.) Identify, diagnose, and categorize support requests Prioritize tickets based on urgency and SLA Documentation & Profile Management Log interactions and feedback in reputed company (CRM) Create and improve support templates to ensure reputed company and consistency reputed company community insights and report recurring issues Organize data for reporting and internal analysis reputed company host reputed company to reputed company with best practices and platform purpose Internal Communication & Collaboration Report bugs reputed company and in detail to the tech team Collaborate with cross-functional teams to improve the product and user experience reputed company knowledge and support teammates in daily operations Development & Performance reputed company your performance using key metrics (CSAT, SLA, etc.) Identify opportunities to improve service reputed company Continuously reputed company based on data and feedback reputed company’re looking for Technical skills reputed company Sheets & Docs (basic): data handling and template usage reputed company (CRM/Helpdesk): ticket management and communication templates Trello: task management reputed company: internal communication Payment systems (reputed company, Iugu, etc.): transaction checks and refunds Familiarity with internal/reputed company platforms is a plus Languages Advanced English Intermediate Spanish Basic Portuguese Soft skills Strong organization and attention to detail Deadline management and commitment to SLAs Proactivity and ownership reputed company Adaptability in fast-changing environments Comfort navigating uncertainty and ambiguity Emotional intelligence with objective reputed company reputed company and transparent communication Problem-solving and critical thinking reputed company to have Experience in customer support (especially in digital platforms) Background in conflict reputed company Interest in travel, community, and the sharing economy Data-driven reputed company and reputed company improvement approach Apply To This Job