Customer Care Representative

This role operates within a Brazilian travel-tech company focused on the distribution of tourism products, travel e-commerce, partner support, and technology-enabled booking operations. The Customer Care Representative’s distinct contribution is service resolution tailored to this environment.

About the role

The Customer Care Representative ensures decisions reflect the specific context of Brazilian travel-tech, keeping confirmed facts, pending dependencies, and exceptions clearly separated and documented. Every checkpoint must leave a visible source, owner, status, and next action, evaluated through a customer-focused, care-focused, service-representation work profile.

Responsibilities

• Coordinate customer care and issue resolution, ensuring traceability of source, owner, status, and next action within the travel-tech ecosystem.
• Review and track official role documentation, maintaining visibility of case statuses and next steps.
• Document case management with deadline oversight, ensuring clarity in ownership and progress.
• Maintain comprehensive documentation and reporting for all customer care activities.
• Reconcile quality control with workflow management, surfacing repeated errors before they cause downstream rework.
• Apply data accuracy while managing evidence and deadlines in the customer care workflow.
• Document process compliance and issue escalation decisions, ensuring reasoning remains clear in the operational context.
• Exercise judgment in follow-ups, especially when resolutions depend on external confirmations rather than assumptions.
• Ensure role-specific handoffs combine record management, customer service, and process compliance, keeping work secure, traceable, and ready for the next authorized teammate.

Qualities and Working Strengths

• Strong customer care representation means service resolution remains usable under the demands of Brazilian travel-tech, with traceable completed work and clear ownership of unresolved items.
• Confident use of the official travel workflow context and customer service tools in this environment.
• Ability to apply data accuracy without losing track of evidence or deadlines.
• Clear documentation of process compliance and issue escalation decisions.
• Judgment in follow-ups, avoiding assumptions when external confirmations are required.

Position Details

Full-time, entry-level role. 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.