Senior 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 III to lead the resolution of our most complex and sensitive cases. In this role, you'll combine empathy with sound judgment, working across teams to protect our community, improve our operations, and help shape the future of customer support at Worldpackers.

If you're passionate about solving complex problems, navigating challenging conversations, and driving continuous improvement, we'd love to meet you.

What you'll be doing

As part of our Community Support team, you will:

• Lead the resolution of high-complexity support cases involving hosts and travelers across multiple channels, including HubSpot, WhatsApp, video calls, phone, and the Worldpackers Inbox.

• Provide high-touch support to key hosts, building trusted relationships and delivering personalized assistance.

• Mediate sensitive situations involving disputes, policy violations, or potential legal implications with empathy and sound judgment.

• Partner closely with our Legal team by preparing case documentation and supporting decision-making on complex situations.

• Investigate community safety concerns, reviewing user history, feedback, and policy compliance to help maintain a trusted marketplace.

• Monitor and respond to public reviews across external platforms, protecting and strengthening the Worldpackers brand.

• Identify operational bottlenecks and lead initiatives to improve workflows, documentation, automations, and support processes.

• Own and continuously improve our Help Center, ensuring users can easily find accurate, self-service information.

• Manage chargebacks, refund analysis, and payment-related investigations.

• Support onboarding, knowledge sharing, and the development of new Customer Support team members.

• Partner with leadership during hiring processes, helping evaluate candidates through interviews and technical assessments.

• Track customer satisfaction metrics and contribute to projects that improve both the customer experience and operational excellence.

What we're looking for

You don't need to meet every requirement, but these experiences and skills will help you thrive in this role.

Requirements

• Professional experience in Customer Support, Customer Experience, Trust & Safety, or a similar customer-facing role.

• Experience handling complex customer escalations or sensitive support cases.

• Fluent English.

• Fluent Spanish.

• Advanced Portuguese.

• Excellent written and verbal communication skills.

• Strong analytical thinking and problem-solving abilities.

• Ability to make sound decisions in ambiguous or high-pressure situations.

• Experience working with customer support platforms and CRMs.

Nice to have

• Experience working in a marketplace, travel company, or technology startup.

• Experience with HubSpot or similar Help Desk platforms.

• Experience partnering with Legal, Risk, Compliance, or Trust & Safety teams.

• Experience improving operational processes, documentation, or workflow automations.

• Familiarity with payment platforms and chargeback management.

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

• Calm and confident when handling difficult conversations.

• Empathetic while remaining objective and policy-driven.

• Highly organized and able to manage multiple priorities.

• Analytical and naturally curious about identifying patterns and solving root causes.

• Proactive in improving processes rather than simply following them.

• Comfortable making decisions with autonomy and accountability.

• A collaborative partner who enjoys sharing knowledge and supporting others.

• Adaptable and energized by fast-changing environments.

Why you'll love working at Worldpackers

At Worldpackers, you'll help protect one of the most important parts of our platform: the trust that allows millions of people to connect through meaningful travel experiences.

You'll join a global, remote-first company where your work directly influences community safety, customer experience, operational excellence, and the evolution of our product.

If you're excited about combining customer experience, operations, and trust & safety to create meaningful impact at a global scale, we'd love to hear from you.