Customer Success Specialist
About the role
The Customer Success Specialist operates within a Brazilian travel-tech company focused on the distribution of tourism products, travel e-commerce, partner support, and technology-enabled booking operations. This role is dedicated to customer success with a specialized focus on service resolution, ensuring decisions reflect the unique demands of the Brazilian travel-tech environment.
The specialist must maintain clear separation between confirmed facts, pending dependencies, and exceptions while executing customer success tasks. Every action must leave a visible trail including source, owner, status, and next steps, adhering to a customer-focused, success-driven, and specialized-execution work profile.
Responsibilities
- Document customer success activities and issue resolution, ensuring traceability of source, owner, status, and next action within the Brazilian travel-tech context.
- Maintain official travel role documentation with real-time status tracking, ensuring visibility of all checkpoints and actions.
- Reconcile case management with deadline management, ensuring all tasks are tracked and escalated as needed.
- Coordinate documentation with reporting to maintain clarity and accountability in customer success workflows.
- Review quality control and workflow management to surface repeated errors before they create downstream rework.
Requirements
- Confidently use the official travel workflow and customer service tools within the Brazilian travel-tech environment.
- Apply data accuracy while managing evidence and deadlines in a fast-paced, customer-success-driven workflow.
- Document process compliance and issue escalation decisions clearly, ensuring reasoning is traceable.
- Exercise judgment in follow-ups, especially when actions depend on external confirmations rather than assumptions.
- Ensure role-specific handoffs combine documentation, cross-functional coordination, and customer success execution—work remains open until all signals are current.
Pay
Base salary: $40,000–$60,000 per year.
Schedule
Full-time, 100% remote within the United States.