[Remote] Customer Support Specialist for a Travel Agency

Note: The job is a remote job and is open to candidates in USA. Purely Optimal is a membership travel service that provides exclusive hotel rates to its members. The Customer Support Specialist will manage member inquiries through email, live chat, and phone, ensuring quick and effective resolutions while collaborating with the operations team.ResponsibilitiesHandle email inquiries as the core of the role, triage the inbox, prioritize, and resolve member tickets with clear, accurate, friendly repliesSupport members across channels, email, live chat, and occasional phone, on bookings, cancellations, modifications, membership, and billing questionsGuide members through the platform and resolve issues at first contact wherever possibleVerify identity and handle account details securely, following member verification and data-handling proceduresCoordinate with operations and suppliers to resolve at-property or booking issues, and escalate the right cases at the right timeKeep canned responses and help content sharp so common questions get fast, consistent answersSpot patterns in recurring issues and flag them to the operations team so we fix root causes, not just ticketsSkillsTravel industry experience (required). You have worked in travel or hospitality before, whether at an OTA, travel agency, airline, hotel, or booking platform, and you understand how bookings, cancellations, and itineraries actually workExcellent written and spoken English, clear, warm, and professional. Members judge us by how well you communicate, so this matters as much as the travel knowledge above1–2+ years in customer or member support, ideally email-based or in a ticketing environmentStrong writing instincts, able to explain something complex simply and resolve it in one well-crafted replyCalm and empathetic under pressure, with a genuine solutions-first mindsetOrganized and detail-oriented, comfortable managing a busy ticket queue without dropping threadsTech-comfortable, quick to learn helpdesk, CRM, and booking toolsA reliable internet connection and a quiet, professional remote workspaceBenefitsRemote-first with a flexible, results-driven culture.Room to grow into senior support or operations as the company scales.A direct line to the operations team, your insights shape how we improve.Company OverviewPurely Optimal is a health supplement company that helps individuals and families live longer, healthier, and happier lives. It was founded in 2018, and is headquartered in Toronto, Ontario, CAN, with a workforce of 11-50 employees. Its website is https://www.purelyoptimal.com.