Customer Support

• Deliver outstanding customer support via phone calls, chats, and emails
• Diagnose and resolve technical and customer-related issues efficiently
• Provide direct customer support via phone, email, and live chat channels
• Manage the full lifecycle of escalated support tickets, from initial assessment through resolution and follow-up
• Document issues, troubleshooting steps, and resolutions accurately in the ticketing system
• Collaborate with internal teams to ensure timely escalation and resolution of complex issues

Customer Support Consultant, Fluent English

• Deliver outstanding customer support via phone calls, chats, and emails;
• Address customer inquiries (check-ins, access issues) and resolve incidents (e.g., A/C issues, neighbour complaints);
• Assist with support ticket backlog and ensure timely resolutions;
• Build strong and lasting customer relationships;
• Keep up with evolving tools and technology;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Support internal teams to resolve operational challenges.

Customer Support Consultant, English C1, Native Spanish

• Brindar atención de calidad mundial a colaboradores de nuestros clientes más importantes.
• Realizar el soporte diario de Humand en distintos clientes de Latinoamérica.
• Identificar inconvenientes y ayudar a resolverlos con velocidad y calidez.
• Contactar a los líderes de RR. HH. de distintas empresas, a quienes vas a brindarles apoyo y capacitación a la hora de resolver sus inquietudes.
• Capacitar a nuestros clientes y educarlos con el uso de nuestra plataforma.
• Realizar el reporting y seguimiento de sus inconvenientes, recopilando feedback para nuestro equipo de Producto.
• Entender los problemas de los clientes para ayudarlos a mejorar sus procesos con ideas innovadoras para ellos.

Customer Support Specialist

Customer Support Consultant, Fluent English, Native Spanish

• Receive and process customer orders, ensuring accuracy, completeness, and timely execution
• Manage customer inquiries and complaints, providing effective and professional resolutions
• Maintain ongoing relationships with assigned customers and internal sales teams
• Act as a key communication bridge between customers, sales, and operations
• Monitor order status and proactively address potential issues or delays
• Apply knowledge of product portfolio, availability, and logistics constraints to support decision-making
• Ensure compliance with internal processes, service levels, and customer expectations
• Support continuous improvement initiatives to enhance service efficiency and customer satisfaction

Customer Service Representative

Customer Support Consultant, Native Spanish

• Contact authors with outstanding payments via phone, email and SMS, and help them process their payments.
• Assist authors with account verifications and royalty withdrawal processes, ensuring a smooth and clear experience at every step
• Listen actively, understand each author's situation, and help find a path to resolution
• Log commitments and schedule follow-ups with precision — nothing falls through the cracks
• Manage a personal pipeline of open cases with full accountability
• Keep payment records accurate and up to date
• Escalate cases when needed and document all interactions clearly

Finance Customer Support Specialist

• Provide exceptional customer service to travelers by taking ownership of their inquiries and becoming a trusted advisor throughout their use of Zicasso services. This includes assessing and solving incoming traveler inquiries via phone, live chat, messages and email.
• Build trusted, long-lasting relationships with discerning luxury clients to strengthen their confidence in Zicasso. This involves assisting and serving clients in a way that meets their needs and exceeds their expectations.
• Ensure a high level of inquiry conversion by demonstrating expertise in consultation, product knowledge, and the benefits of using Zicasso. This includes speaking with travelers via phone calls (and sometimes video), helping them understand how Zicasso works, and providing guidance for their travel needs.
• Participate cross-functionally with the Partnerships, Product, and Marketing teams to integrate best practices and solutions for the client's experience and/or issues that may arise.
• Partner with the Care Team leadership on projects and initiatives to solve problems and create innovative solutions.
• Leverage Zicasso’s data, analytics and technology to set new standards for customer success, driving innovation and excellence for the luxury travel industry.
• Provide consultation and advice to move general inquiries to destination-specific trip requests.
• Coach and mentor team members as needed.

Traveler Care Specialist, Luxury Travel – Customer Service, Sales

• Provide operational and administrative support to clinical functions
• Coordinate documentation and communications, manage shared mailboxes, organize project files
• Enter, maintain and reconcile information in clinical tracking systems
• Track timelines and milestones
• Perform document management activities including creation, formatting, and quality control
• Translation of documents using approved vendors/systems
• Use AI-enabled tools and dashboards for support
• Comply with Standard Operating Procedures (SOPs)
• Monitor workload, budget, and project hours

Clinical Support Specialist, Portuguese Advanced – Regulatory Experience

• Respond to inbound client requests promptly and professionally, setting clear expectations on timeline and next steps.
• Identify what is actually needed — ask smart questions, get to the root of the issue, and translate that into clear direction for the internal team.
• Coordinate work across the ticketing system, project management tools, and internal Slack, keeping everything organized and moving.
• Communicate project status in both directions — updates from the team to the client, and context from the client to the team.
• Create and get approval on quotes for work that falls outside standard maintenance scope.
• Flag opportunities where a client may benefit from additional services or an expanded engagement.
• Manage multiple concurrent tasks across different clients without losing track of priorities.

Customer Support Specialist – WordPress

• You'll address customers' queries, requests, and issues and guarantee they are solved in a timely and efficient manner.
• Tech Support Reps are the first point of contact for our customers and help them get the optimal experience they deserve.
• You'll interact with customers to get the context of their issues, troubleshoot problems, and see them through to resolution.
• You'll have sound knowledge of our platform and work closely with different teams to ensure issues are solved quickly.
• You'll also help develop and document Tech Support processes and discover new product needs.
• This opportunity has a high potential of exposure as our team is constantly growing their technical knowledge through regular interactions with our technology area to achieve ticket resolution.

Customer Support Representative

• Efficiently handle a large number of **chats** and **calls** (no cold calling) with a strong focus on quality;
• Proactively provide in-depth details about our product, address customer concerns and objections diligently, ensuring their satisfaction;
• Guide users through onboarding and activation flows, educate customers to ensure successful product usage;
• Use selling techniques to offer our additional products (e.g. resume review) to existing customers, convert support interactions into successful payments if there’s such opportunity;
• Act as the first line of retention, identifying early churn signals during customer interactions, share insights and feedback with the team to improve retention and customer experience.

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