Community Support Specialist

At Worldpackers, we believe that travel can transform people - and transformed people can transform the world. ✨ Since 2014, we’ve been building a global community of conscious travelers and welcoming hosts, enabling meaningful connections and thousands of collaborative experiences around the world. Our purpose is rooted in connection. We exist to foster personal growth, cultural exchange, and a more socially and environmentally sustainable world through travel. Respect, inclusion, collaboration, and continuous learning guide everything we do. Being part of Worldpackers — as a traveler, host, or team member — means being part of a diverse, global community where different perspectives are valued and discriminatory behavior has no place. Being part of Worldpackers means working with purpose - helping more people experience transformative journeys through connection. We’re looking for someone who is passionate about people and meaningful experiences to join us as a Customer Experience Specialist. In this role, you’ll play a key part in supporting our community of hosts and travelers throughout their journey on the platform — ensuring a smooth, empathetic, and high-quality experience, especially in more complex or sensitive situations. What you’ll do Customer Support & Channel Management Provide support to hosts and travelers via HubSpot, WhatsApp, and our platform Inbox Assist users across different stages of their journey Handle conflict resolution with empathy and professionalism, following platform policies Respond to feedback on public channels (Reclame Aqui, Trustpilot, App Store, etc.) Identify, diagnose, and categorize support requests Prioritize tickets based on urgency and SLA Documentation & Profile Management Log interactions and feedback in HubSpot (CRM) Create and improve support templates to ensure quality and consistency Gather community insights and report recurring issues Organize data for reporting and internal analysis Adjust host profiles to align with best practices and platform purpose Internal Communication & Collaboration Report bugs clearly and in detail to the tech team Collaborate with cross-functional teams to improve the product and user experience Share knowledge and support teammates in daily operations Development & Performance Track your performance using key metrics (CSAT, SLA, etc.) Identify opportunities to improve service quality Continuously evolve based on data and feedback What we’re looking for Technical skills Google Sheets & Docs (basic): data handling and template usage HubSpot (CRM/Helpdesk): ticket management and communication templates Trello: task management Slack: internal communication Payment systems (Stripe, Iugu, etc.): transaction checks and refunds Familiarity with internal/admin platforms is a plus Languages Advanced English Intermediate Spanish Basic Portuguese Soft skills Strong organization and attention to detail Deadline management and commitment to SLAs Proactivity and ownership mindset Adaptability in fast-changing environments Comfort navigating uncertainty and ambiguity Emotional intelligence with objective empathy Clear and transparent communication Problem-solving and critical thinking Nice to have Experience in customer support (especially in digital platforms) Background in conflict resolution Interest in travel, community, and the sharing economy Data-driven mindset and continuous improvement approach Apply To This Job