Company Overview

Our client operates a two-sided marketplace and software platform in the outdoor hospitality space.

On one side, travelers use the platform to discover and book campgrounds and RV parks. On the other, park operators rely on the software to manage reservations, payments, availability, and day-to-day operations.

Because the product sits directly in the flow of bookings and payments, support is not just a service function — it’s critical to customer trust, retention, and revenue. When issues happen, they often involve real travel plans and time-sensitive situations.

Your Role

We’re hiring a Customer Support & Operations Lead to make support fast, consistent, and scalable.

This is not a typical support role — you’ll lead a small team and build the system behind it: how tickets are triaged, escalated, automated, and improved over time.

Support here is mission-critical. Issues often involve bookings, payments, and real travel plans, so speed, clarity, and judgment matter.

You’ll also use AI tools (like Claude) to reduce manual work and improve workflows.

You’ll:

• Lead and coach a 5-person support team

• Build workflows for triage, escalation, and resolution

• Create playbooks for high-stakes issues

• Use AI to automate repetitive work

• Identify recurring issues and fix root causes

• Ship weekly improvements (process, automation, documentation)

• Share clear updates on what’s working, what’s breaking, and what needs fixing

You Bring:

• 3–6+ years in customer support, operations, or similar roles

• Experience leading or mentoring support teams

• Strong written English and customer communication skills

• Experience working in startups or software environments

• A systems mindset — you think in processes, not just tickets

• Comfort using AI tools to improve workflows and efficiency

• Strong organization and follow-through

• Ability to stay calm and make decisions under pressure

Bonus Points:

• Experience with operationally complex products (payments, bookings, marketplaces)

• Background in Customer Success or cross-functional roles

• Experience building SOPs, macros, or internal tools

• Familiarity with automation tools or AI workflows

What’s Offered:

• Fully remote contractor role

• Open to candidates across LATAM

• Work aligned with U.S. business hours (overlap required)

• 20 days PTO + U.S. holidays

• Competitive USD compensation (based on experience)

• High ownership and visibility within a small team

• Opportunity to build and shape the support system from the ground up

Interview Process

1️⃣ Intro call — experience, communication, and approach to support

2️⃣ Hiring manager interview — systems thinking and escalation judgment

3️⃣ Short challenge — propose workflows, automations, and metrics for sample scenarios

4️⃣ Final conversation — alignment and expectations