[Hiring] CX Support I @Travefy

Role Description

Support is a feature. Come build it with us.

At Travefy, we treat customer support as part of the product. Every chat, every email, every escalation is a chance to make a travel professional's day a little easier and their business a little stronger. If that idea pulls you in, keep reading.

The Shift You're Signing Up For:

• Philippines based, full time.
• Monday through Friday, 9:00 AM to 5:00 PM Philippines time (8:00 PM to 4:00 AM US Eastern, Sunday through Thursday).
• You'll overlap with a teammate in the Philippines for part of your day, and you'll cover each other's shifts when one of you is out.
• Coverage windows can shift over time as the team grows and customer demand changes.

What Your Days Look Like:

• Deliver high quality support across live chat and email, alongside our AI agent, and step in on the rare phone escalation.
• Troubleshoot platform issues and walk customers through workflows with calm, clear confidence.
• Escalate bugs, technical issues and account concerns to the right people at the right time.
• Juggle several conversations at once without dropping the thread on any of them.
• Spot trends in customer pain points and product feedback before they turn into bigger problems.
• Contribute to help articles, internal documentation and process improvements.
• Show up for customers with professionalism, empathy and a real sense of urgency.

Qualifications

• You've supported customers inside a SaaS platform before.
• You write in English the way a thoughtful, confident human writes: clear, warm, no fluff.
• You think critically and untangle tricky issues without waiting to be told what to do next.
• You stay steady, organized and calm when the queue gets loud.
• You learn fast and pick up new tools quickly, not intimidated by anything technical.
• You take ownership and follow through, even when no one is watching.

Requirements

• 2+ years in customer support, customer experience or technical support.
• Time spent inside Intercom, GitHub, HubSpot or similar tools.
• Any background in the travel industry.

Benefits

• Independent contractor role, full time hours, fully remote.
• Competitive compensation based on experience.
• Bring your own setup: a reliable computer and internet.
• Real room to grow inside the CX team over the long term.
• You are responsible for any local tax or compliance requirements that apply in the Philippines.