Chat Support Representative
This role operates within a Brazilian travel-tech company specializing in the distribution of tourism products, travel e-commerce, partner support, and technology-enabled booking operations. The Chat Support Representative focuses on service resolution through chat-based interactions, ensuring clarity and traceability in all support activities.
About the role
The Chat Support Representative maintains issue resolution for customers and partners, ensuring every checkpoint leaves a visible source, owner, status, and next action. The role follows a chat-focused, support-driven work profile tailored to the unique demands of the Brazilian travel-tech ecosystem.
Responsibilities
- Maintain chat-based issue resolution, ensuring traceability of confirmed facts, pending dependencies, and exceptions.
- Reconcile official travel documentation with real-time status tracking, leaving clear audit trails for each case.
- Coordinate case management with deadline tracking, ensuring unresolved items have assigned owners and next steps.
- Review and document support interactions for reporting, maintaining accuracy and compliance with company workflows.
- Enforce quality control in documentation and workflow management to prevent downstream rework.
Decision-Making Standards
Strong performance in this role means:
- Service resolution remains usable under the specific demands of the Brazilian travel-tech environment.
- Completed work is fully traceable, with unresolved items clearly assigned to owners.
- Repeated errors are identified and addressed before they escalate.
Role Fit
- Apply the official travel workflow context and customer service principles confidently in chat interactions.
- Maintain data accuracy without losing track of evidence or deadlines.
- Document process compliance and escalation decisions with clear reasoning.
- Exercise judgment in follow-ups, relying on confirmation rather than assumptions.
- Ensure handoffs meet role-specific standards for data accuracy, reporting, and workflow context.
Position Details
This is a full-time, entry-level role. Work is 100% remote within the United States.
Pay
Base salary: $40,000–$60,000 per year.