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.
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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: [email protected]