Customer Support Representative

Hi! I’m Gerda, Head of Customer Support at WeTravel. I’ve been with WeTravel for quite some time and have truly enjoyed growing with the company. I’m based in beautiful Budapest , and I’m excited to find a new Customer Support Representative to join our amazing global team!

In this role, you’ll be on the front lines helping travel organizers around the world get the most out of our platform. From resolving customer issues and answering product questions, to improving our help center and collaborating across teams, your work will have a direct impact on the success and satisfaction of our users.

If you’re passionate about helping people, love problem-solving, and thrive in a fast-paced, international environment—we’d love to meet you!

At WeTravel, we run lean, move fast, and support each other fiercely. Our support team thrives in a high-paced, collaborative environment where we constantly improve our service by sharing knowledge, learning from feedback, and staying close to our users. This is a remote-first role with high autonomy, impact, and visibility.

You’ll collaborate closely with engineering, product, and sales teams to address user needs and improve the customer journey—while also contributing to the systems and content that power our support strategy.

You should apply if you:

• Have 1–2+ years of experience in customer support, ideally in SaaS or a tech-driven environment.

• Are fluent in English and Spanish, both written and verbal.

• Prefer starting your work day at 10am EST — and occasionally a 3pm EST shift when it's needed (which requires some flexibility!).

• Are empathetic, patient, and passionate about helping others succeed.

• Enjoy troubleshooting and can distinguish between user error and product bugs.

• Communicate clearly and concisely—even when under pressure.

• Are proactive, organized, and comfortable working independently.

• Love improving things—content, processes, and tools alike.

• Have a quiet home office setup and are open to working flexible hours, including some weekends.

You might not be the right fit if you:

• Prefer a highly structured or corporate environment.

• Struggle with working autonomously in a fast-paced setting.

• Are uncomfortable handling live support via chat and email.

• Don’t enjoy giving or receiving feedback regularly.

• Find it difficult to manage multiple tasks or priorities at once.

• Are not able to work with a bit of flexibility (start time at 10am EST and occasionally a 3pm EST start time).

• Responding to customer questions via email and chat with empathy and clarity.

• Educating users about our product and helping them achieve their goals.

• Troubleshooting issues and escalating bugs or technical challenges when needed.

• Creating or updating help center articles and internal support documentation.

• Collaborating with product and engineering teams to share user insights.

• Assisting prospective customers with questions before connecting them with sales.

• Managing your time effectively between reactive support and proactive tasks.

• Full-time - Fixed Term Contract (as International Contractor).

• Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self.

• Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments.

• Work remotely for a maximum of 4 weeks per calendar year.  

• Annual team off-site (often somewhere sunny ).

• Extensive paid family leave.

• Three paid volunteer days per year — take time to give back to causes you care about, on us.

• 2-week cross-functional onboarding program.

• Cutting-edge equipment and tools to set you up for success. Coverage for certain work-from-home (WFH) equipment.

• Cambly for colleagues for whom English is not their first language.

• Join an international, travel-loving team with a passion for adventure and innovation.

Please note: For this role, we can only consider candidates who have the full legal right to work in a LATAM country (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.

Founded in 2016, WeTravel aims to be the Operating System of any multi-day and group tour operator.

Travel gives people new experiences and brings them together, sometimes in life-changing ways. That’s especially the case for group travel and multi-day travel where the trip participants (travellers) get to really immerse themselves. Passionate travel organizers make this magic happen and WeTravel is here to support those travel companies. We help them publish their trip offerings, generate leads and follow through to convert them to bookings, process payments around the world, pay suppliers/vendors, and digitise their operations. This helps multi-day travel organizers get more bookings, save time, and save money. 

We are a global, diverse, fun team with high ambitions but no ego. Our team is driven to continuously improve our technology; ensuring that our clients always have the best possible solutions at their fingertips. We have offices in San Francisco, Amsterdam, Boston, Sydney, and Baku.

WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!