CX Support I, International Contractor (Philippines)

Support is a feature. Come build it with us.

At Travefy, we treat customer support as part of the product. Every chat, every email, every escalation is a chance to make a travel professional’s day a little easier and their business a little stronger. If that idea pulls you in, keep reading.

Who we are

Travefy powers the success of travel professionals around the world. Travel Advisors, Tour Operators, and travel businesses use our platform to build itineraries, send proposals, manage clients, and run smoother operations. Thousands of them rely on us every single day, often during the most exciting moments of their clients’ lives.

Our CX team is right in the middle of all of it. You’re not buried behind a ticket queue or reading from a script. You’re shaping how customers experience the product, and your name shows up in customer love letters more often than you’d expect.

The shift you’re signing up for

Philippines / APAC, Full Time. Sunday through Thursday in US time, roughly 5:00 PM to 1:00 AM Eastern Time. That lines up with early morning hours locally in the Philippines, and it covers the part of the day when our APAC and overnight US customers need us most.

Coverage windows can shift over time as the team grows and customer demand changes. We’ll always be upfront with you about that.

What your days look like

You’ll spend most of your time in live chat and email, with the occasional phone escalation when a customer really needs a voice on the other end. Inside that window, you will:

• Deliver high quality support across live chat and email, and step in on the rare phone escalation.
• Troubleshoot platform issues and walk customers through workflows with calm, clear confidence.
• Escalate bugs, technical issues, and account concerns to the right people at the right time.
• Juggle several conversations at once without dropping the thread on any of them.
• Spot trends in customer pain points and product feedback before they turn into bigger problems.
• Contribute to help articles, internal documentation, and process improvements so the next person has it easier.
• Work shoulder to shoulder with CX leadership, product, and other internal teams.
• Show up for customers with professionalism, empathy, and a real sense of urgency.

This is not a copy and paste support environment. We care about thoughtful answers, customer education, and building trust over the long haul.

Who you are

You’ll feel right at home here if you:

• Have supported customers inside a SaaS platform before and know what good support actually feels like.
• Write in English the way a thoughtful, confident human writes. Clear, warm, no fluff.
• Can think critically and untangle a tricky issue without waiting for someone to tell you what to do next.
• Stay organized and steady when the queue gets loud.
• Pick up new tools quickly and aren’t intimidated by anything technical.
• Balance empathy with efficiency, because customers deserve both.
• Take ownership and follow through, even when no one is watching.
• Thrive in a remote, async friendly environment.

Bonus points if you bring

• 2+ years in customer support, customer experience, or technical support.
• Real SaaS support experience (required, not bonus, just listing it here so it’s in one place).
• Complete proficiency in written and verbal English.
• Time spent inside Intercom, GitHub, HubSpot, or similar support platforms.
• Any background in the travel industry. A nice plus, definitely not required.

The setup

• Independent contractor role.
• Full time hours, with room to grow.
• Competitive compensation based on experience and region.
• Fully remote. Always.
• A flexible environment that respects your time and your work.
• Real opportunities for long term growth inside the CX organization.

You are responsible for any local tax or compliance requirements that apply in your country of residence.

What winning in this role looks like

• Customers consistently walk away feeling heard, helped, and a little more confident in the product.
• Your written communication is something other teammates point to as a benchmark.
• Issues get solved quickly and accurately, even the messy ones.
• You meet and beat SLAs, KPIs, and the workflows the team relies on.
• You leave the team’s documentation and operations better than you found them.
• Travel pros feel like Travefy has their back, because you do.

Why Travefy

CX is not an afterthought here. It is a core part of how the product actually works and how customers actually feel. You’ll join a team that values ownership, collaboration, curiosity, and the kind of continuous improvement that compounds over time.

We move quickly. We care deeply about our customers. We give people room to make a real impact. If you like solving problems, helping people, and being part of a collaborative remote team, we would love to meet you.