Customer Support Specialist Remote

Customer Support Specialist #vacancy #support location: world format: full-time Firebird is an international travel-tech platform that helps customers easily search, compare, and book train tickets all over the world. Our mission is to make rail travel simple, fast, and stress-free and customer support plays a key role in delivering that experience. Role Overview We are looking for experienced Customer Support Specialists to join our support team. You will assist customers via live chat, emails and AI-powered tools, with occasional phone support, ensuring high-quality service throughout the customer journey. All communication is conducted in English. Key Responsibilities - Handle customer inquiries via chat supported by AI tools and email - Resolve booking, payment, refund, and travel-related issues - Escalate complex cases and collaborate with internal teams when needed - Occasionally provide phone support for urgent or complex requests - Use internal systems and CRM tools efficiently - Ensure a friendly, professional, and solution-oriented customer experience Requirements - 2+ years of experience as a Customer Support Specialist (preferably in travel, e-commerce, or tech) - English level B2 or higher (both written and spoken) - Understanding of how AI-assisted support tools work (chatbots, AI suggestions, automation) - Strong computer skills and confidence working with multiple systems - Excellent communication and problem-solving skills - Ability to stay calm and effective in high-volume support environments - Experience with international customers - Familiarity with booking platforms or travel services - Previous experience in chat-based support environments What We Offer - Work with a global travel-tech product - Modern support processes with AI assistance - International team and English-speaking environment - Stable workload and clear processes - 1000 USD (gross) base salary for trial period, 1200 USD (gross) after trial fixed part plus a performance-based bonus; - Remote work. 📩 if interested, please send your CV to: hr@firebirdtours.com