Support Representative - Sydney Office

{"description": "Hi! I'm Herrald , Customer Experience Lead for Australia at WeTravel.
I joined WeTravel last September as the first Account Manager, and it's been an exciting (and fun!) journey. My goal is to create a high-performing, collaborative team that's genuinely passionate about what we do. Australia is a growing, high-potential market for WeTravel - and with this new team, we have a lot of exciting opportunities ahead of us.

Right now, we're looking for a Customer Support Representative to join us. If you're into travel, fintech, and building real relationships, this could be an amazing fit. At WeTravel, we help multi-day and group tour operators streamline bookings and payments - so they can focus on creating unforgettable experiences.

If you're passionate about helping people, love problem-solving, and thrive in a fast-paced, international environment-we'd love to meet you!

How We Work

At WeTravel, we run lean, move fast, and support each other fiercely. Our support team thrives in a high-paced, collaborative environment where we constantly improve our service by sharing knowledge, learning from feedback, and staying close to our users. This is an onsite role with high autonomy, impact, and visibility.

You'll collaborate closely with engineering, product, and sales teams to address user needs and improve the customer journey-while also contributing to the systems and content that power our support strategy.

Why You Should or Shouldn't Apply

You should apply if you:

• Bring 4+ years of experience in customer support, ideally in SaaS or a tech-driven environment.
• Have advanced English proficiency (C1 or higher) and are fluent in Spanish, both written and verbal, with the ability to communicate clearly with customers and internal teams.
• Are confident using modern support platforms such as Intercom, Zendesk, or similar tools, including inbox management, workflows, tags, macros, and reporting.
• Are empathetic, patient, and passionate about helping others succeed.
• Have hands-on experience collaborating with engineers to investigate bugs, validate fixes, and contribute to product improvements.
• Communicate clearly and concisely-even when under pressure.
• Are proactive, organized, and comfortable working independently.
• Love improving things-content, processes, and tools alike.
• Have a quiet home office setup and are open to working flexible hours, including some weekends.
• Have weekend availability: Occasionally work one weekend shift (4 hours), approximately once every 7-9 weeks.

You might not be the right fit if you:

• Prefer a highly structured or corporate environment.
• Struggle with working autonomously in a fast-paced setting.
• Are uncomfortable supporting customers via chat, email or technical call when needed to resolve complex issues more efficiently.
• Don't enjoy giving or receiving feedback regularly.
• Find it difficult to manage multiple tasks or priorities at once.

On a Weekly Basis You Will Find Yourself

• Responding to customer questions via email, chat and calls with empathy and clarity.
• Educating users about our product and helping them achieve their goals.
• Troubleshooting issues and escalating bugs or technical challenges when needed.
• Creating or updating help center articles and internal support documentation.
• Collaborating with product and engineering teams to share user insights.
• Assisting prospective customers with questions before connecting them with sales.
• Managing your time effectively between reactive support and proactive tasks.

Benefits

• Superannuation
• 4 days at office (access to Wework) with flexibility of one work-from-home day a week
• Generous \"Time to Recharge\" policy - enjoy unlimited paid time off to rest, recharge, and show up as your best self.
• Amsterdam Program - visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments.
• Work remotely for a maximum of 4 weeks per calendar year.
• Extensive paid family leave.
• Three paid volunteer days per year - take time to give back to causes you care about, on us.
• 2-week cross-functional onboarding program.
• Cutting-edge equipment and tools to set you up for success.
• Join an international, travel-loving team with a passion for adventure and innovation.

Please Note

• For this role, we can only consider candidates who have the full legal right to work in Australia (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.

Equal Opportunities

WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!", "salary_raw": "Row(double=None, string='AUD80K')"}