[Hiring] Customer Support Representative @Atomic HR

Role Description

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.

• 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 shift

Qualifications

• 1-3 years in customer support or a similar customer-facing role
• Strong written English, clear enough for U.S.-based travelers and operators
• Comfortable handling a high volume of tickets without losing accuracy on payment or booking details
• Calm, clear communication when a traveler's trip is on the line
• Comfortable using AI tools to speed up repetitive parts of the job
• Basic troubleshooting instincts, digging into an issue before escalating it
• Reliable schedule adherence and follow-through on open tickets

Requirements

• Experience in travel, hospitality, or marketplace support (Bonus Points)
• Familiarity with booking or payment platforms (Bonus Points)
• Background writing macros or contributing to support documentation (Bonus Points)
• Experience working in a startup or software environment (Bonus Points)

Benefits

• Fully remote contractor role
• Open to candidates across LATAM
• Work aligned with U.S. business hours (overlap required)
• 20 days PTO + U.S. holidays
• Reports to the Customer Support & Operations Lead, with room to grow as the team scales
• Compensation based on experience

Interview Process

• Intro call — experience, communication, and approach to support
• Hiring manager interview — systems thinking and escalation judgment
• Short challenge — propose workflows, automations, and metrics for sample scenarios
• Final conversation — alignment and expectations