Customer Support & Operations Lead (AI-First) 🤖⚙️ - LATAM - Remote

Company Overview Our client operates a two-sided marketplace and software platform in the outdoor hospitality space. On one side, travelers use the platform to discover and book campgrounds and RV parks. On the other, park operators rely on the software to manage reservations, payments, availability, and day-to-day operations. Because the product sits directly in the flow of bookings and payments, support is not just a service function — it’s critical to customer trust, retention, and revenue . When issues happen, they often involve real travel plans and time-sensitive situations. Your Role We’re hiring a Customer Support & Operations Lead to make support fast, consistent, and scalable . This is not a typical support role — you’ll lead a small team and build the system behind it : how tickets are triaged, escalated, automated, and improved over time. Support here is mission-critical. Issues often involve bookings, payments, and real travel plans , so speed, clarity, and judgment matter. You’ll also use AI tools (like Claude) to reduce manual work and improve workflows. You’ll: Lead and coach a 5-person support team Build workflows for triage, escalation, and resolution Create playbooks for high-stakes issues Use AI to automate repetitive work Identify recurring issues and fix root causes Ship weekly improvements (process, automation, documentation) Share clear updates on what’s working, what’s breaking, and what needs fixing You Bring: 3–6+ years in customer support, oper