Product Support Specialist

About the Role

This Product Support Specialist 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 position is distinctly product-support focused, specializing in service resolution within this specific environment.

Responsibilities

• Review and resolve product support issues, ensuring each checkpoint leaves a visible source, owner, status, and next action within the context of Brazilian travel-tech operations.
• Document official travel role documentation with status tracking, maintaining clarity on source, owner, status, and next steps.
• Maintain case management with deadline tracking, ensuring all dependencies and exceptions are visibly separated and managed.
• Reconcile documentation with reporting to ensure accuracy and traceability in product support workflows.
• Coordinate quality control and workflow management to surface repeated errors before they cause downstream rework.

Decision Pattern & Quality Standards

• Ensure service resolution remains usable under the specific demands of Brazilian travel-tech operations.
• Maintain traceability of completed work, assign owners to unresolved items, and surface repeated errors proactively.

Success Profile

• Use the official travel workflow context and customer service confidently in product support execution.
• Apply data accuracy without losing track of evidence or deadlines in the support workflow.
• Document process compliance and issue escalation decisions clearly, ensuring reasoning is transparent.
• Exercise judgment in follow-ups, especially when support depends on external confirmations rather than assumptions.

The role-specific handoff test requires current signals in official documentation, quality control, and record management to consider work complete.

Position Details

This is a full-time, associate-level position, 100% remote within the United States.

Pay

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