Junior Customer Support Specialist

At Worldpackers, we believe that travel can transform people - and transformed people can transform the world. ✨

Since 2014, we’ve been building a global community of conscious travelers and welcoming hosts, enabling meaningful connections and thousands of collaborative experiences around the world.

Our purpose is rooted in connection. We exist to foster personal growth, cultural exchange, and a more socially and environmentally sustainable world through travel.

Respect, inclusion, collaboration, and continuous learning guide everything we do. Being part of Worldpackers — 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 place.

Being part of Worldpackers means working with purpose - helping more people experience transformative journeys through connection.

We’re looking for someone who wants to grow with us and help create unforgettable collaborative experiences around the world. 🌎

We're looking for a Customer Support Specialist I to help deliver an exceptional experience to our global community. You'll work directly with hosts and travelers, solving problems, navigating complex situations with empathy, and collaborating with teams across the company to continuously improve our product and customer experience.

If you're someone who enjoys helping people, thrives in dynamic environments, and loves solving problems, we'd love to hear from you.

What you'll be doing

As part of our Community Support team, you will:

• Support hosts and travelers through multiple communication channels, including HubSpot, WhatsApp, and the Worldpackers Inbox.

• Resolve questions, issues, and conflicts with empathy, professionalism, and sound judgment.

• Ensure every interaction meets our quality standards and service level expectations.

• Respond to public reviews and feedback, helping strengthen the trust our community places in Worldpackers.

• Identify recurring customer pain points and share insights that help improve our product and processes.

• Keep customer information and support records accurate and well documented.

• Update host profiles to ensure our community standards remain high.

• Report product bugs and technical issues to our Product and Engineering teams with clear, actionable information.

• Collaborate with teammates across different areas to continuously improve the experience we deliver.

• Monitor your own performance and actively seek opportunities to improve customer satisfaction.

What we're looking for

You don't need to check every single box, but these are the experiences and skills that will help you succeed.

Requirements

• Advanced English (written communication is part of your daily routine).

• Intermediate Spanish.

• Previous experience in Customer Support, Customer Experience, or another customer-facing role.

• Strong written communication skills.

• Ability to stay organized while managing multiple conversations and priorities.

• A genuine passion for helping people solve problems.

Nice to have

• Experience with HubSpot or similar customer support platforms.

• Experience working at a startup, marketplace, or technology company.

• Familiarity with Slack, Trello, and Google Workspace.

• Experience handling payment platforms such as Stripe, Iugu, or similar.

• Basic Portuguese.

You'll thrive in this role if you are...

• Empathetic without losing objectivity.

• Curious and always looking for better ways to solve problems.

• Calm under pressure and comfortable navigating ambiguity.

• Highly organized and detail-oriented.

• Proactive and accountable.

• Adaptable to change and excited about learning.

• A collaborative teammate who enjoys working with people from different backgrounds and cultures.

Why you'll love working at Worldpackers

At Worldpackers, you'll join a global, remote-first company on a mission to make travel more accessible, meaningful, and transformative.

Every day, you'll help people from all over the world build unforgettable experiences while working alongside talented teammates who care deeply about our community, our product, and each other.

If you're excited about combining customer experience, technology, and purpose, we'd love to meet you!