Our client operates a two-sided marketplace and software platform in the outdoor hospitality space.
On one side, travelers use the platform to discover and book campgrounds and RV parks. On the other, park operators rely on the software to manage reservations, payments, availability, and day-to-day operations.
Because the product sits directly in the flow of bookings and payments, support is not just a service function — it’s critical to customer trust, retention, and revenue. When issues happen, they often involve real travel plans and time-sensitive situations.
We’re hiring a Customer Support & Operations Lead to make support fast, consistent, and scalable.
This is not a typical support role — you’ll lead a small team and build the system behind it: how tickets are triaged, escalated, automated, and improved over time.
Support here is mission-critical. Issues often involve bookings, payments, and real travel plans, so speed, clarity, and judgment matter.
You’ll also use AI tools (like Claude) to reduce manual work and improve workflows.
Lead and coach a 5-person support team
Build workflows for triage, escalation, and resolution
Create playbooks for high-stakes issues
Use AI to automate repetitive work
Identify recurring issues and fix root causes
Ship weekly improvements (process, automation, documentation)
Share clear updates on what’s working, what’s breaking, and what needs fixing
3–6+ years in customer support, operations, or similar roles
Experience leading or mentoring support teams
Strong written English and customer communication skills
Experience working in startups or software environments
A systems mindset — you think in processes, not just tickets
Comfort using AI tools to improve workflows and efficiency
Strong organization and follow-through
Ability to stay calm and make decisions under pressure
Experience with operationally complex products (payments, bookings, marketplaces)
Background in Customer Success or cross-functional roles
Experience building SOPs, macros, or internal tools
Familiarity with automation tools or AI workflows
Fully remote contractor role
Open to candidates across LATAM
Work aligned with U.S. business hours (overlap required)
20 days PTO + U.S. holidays
Competitive USD compensation (based on experience)
High ownership and visibility within a small team
Opportunity to build and shape the support system from the ground up
1️⃣ Intro call — experience, communication, and approach to support
2️⃣ Hiring manager interview — systems thinking and escalation judgment
3️⃣ Short challenge — propose workflows, automations, and metrics for sample scenarios
4️⃣ Final conversation — alignment and expectations
Customer Support & Operations Lead (AI-First) 🤖 - LATAM - Remote • Santiago de Querétaro, Querétaro, Mexico
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