Customer Support Representative 🤖⚙️ - 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 Representative to work day-to-day tickets from travelers and park operators. You'll follow the triage and escalation playbooks the support team has built, resolve what's within your scope, and flag anything that needs a lead's judgment or urgency. Support here touches real bookings and real trips, so accuracy and follow-through matter as much as speed. You’ll: Answer support tickets from travelers and park operators across chat, email, and phone Triage each ticket against the team's playbooks and resolve what's within your scope Escalate payment, booking, or account issues that need a lead's judgment Use AI tools to draft responses faster and keep documentation current Log recurring issues so the team can address root causes Keep ticket notes and macros accurate so the next person isn't starting from zero Meet response and resolution targets during your shif