Customer Support Specialist

About the role

JAK Travel Agency is adding a Customer Support Specialist whose work will make customer resolution easier to trust across custom cruises, tours, destination celebrations, groups, reservations, and traveler follow-through. In practice, the role is customer support specialized execution within group travel operations, with decisions grounded in current records rather than memory or guesswork.

Responsibilities

• Review available case history before responding to ensure decisions are based on current records.
• Resolve routine issues within approved authority.
• Document commitments and next actions for traceability.
• Escalate complex cases with sufficient context for the next owner.
• Handle assigned customer or client requests efficiently.

Success Measures

Success means customer resolution is current, exceptions have owners, and another authorized teammate can continue the work without reconstructing the history.

Skills

• Use Ticket Management and Group Travel Operations tools confidently.
• Apply Destination Celebration Planning without losing track of exceptions, owners, or deadlines.
• Document Case Management decisions clearly for teammate follow-through.
• Exercise sound judgment in Case Documentation, especially during escalations.

Pay

Base salary: $38,000–$52,000 per year.

Schedule

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