Email Support Specialist

Gladex Travel and Tours Corp is seeking an Email Support Specialist to assist with flight and hotel planning, custom itineraries, travel packages, traveler service, and reservation support. This full-time, 100% remote position is open to candidates throughout the United States.

About the role

This role focuses on helping customers resolve questions and service issues through clear, timely support via email, chat, or ticketing tools.

Responsibilities

• Respond to written support requests involving flight and hotel planning, custom itineraries, travel packages, traveler service, and reservation support, providing clear and accurate information.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy; escalate complex or unresolved cases as needed.
• Follow up on open cases, promised actions, or missing information to ensure customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

$47,500 - $54,500 per year

Schedule

Full-time, 100% remote position.