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