At Worldpackers, we believe that travel can transform people - and transformed people can transform the world. ✨
Since 2014, we’ve been building a global community of conscious travelers and welcoming hosts, enabling meaningful connections and thousands of collaborative experiences around the world.
Our purpose is rooted in connection. We exist to foster personal growth, cultural exchange, and a more socially and environmentally sustainable world through travel.
Respect, inclusion, collaboration, and continuous learning guide everything we do. Being part of Worldpackers — as a traveler, host, or team member — means being part of a diverse, global community where different perspectives are valued and discriminatory behavior has no place.
Being part of Worldpackers means working with purpose - helping more people experience transformative journeys through connection.
We’re looking for someone who is passionate about people and meaningful experiences to join us as a Customer Experience Specialist.
In this role, you’ll play a key part in supporting our community of hosts and travelers throughout their journey on the platform — ensuring a smooth, empathetic, and high-quality experience, especially in more complex or sensitive situations.
What you’ll do
Customer Support & Channel Management
Provide support to hosts and travelers via HubSpot, WhatsApp, and our platform Inbox
Assist users across different stages of their journey
Handle conflict resolution with empathy and professionalism, following platform policies
Respond to feedback on public channels (Reclame Aqui, Trustpilot, App Store, etc.)
Identify, diagnose, and categorize support requests
Prioritize tickets based on urgency and SLA
Documentation & Profile Management
Log interactions and feedback in HubSpot (CRM)
Create and improve support templates to ensure quality and consistency
Gather community insights and report recurring issues
Organize data for reporting and internal analysis
Adjust host profiles to align with best practices and platform purpose
Internal Communication & Collaboration
Report bugs clearly and in detail to the tech team
Collaborate with cross-functional teams to improve the product and user experience
Share knowledge and support teammates in daily operations
Development & Performance
Track your performance using key metrics (CSAT, SLA, etc.)
Identify opportunities to improve service quality
Continuously evolve based on data and feedback
What we’re looking for
Technical skills
Google Sheets & Docs (basic): data handling and template usage
HubSpot (CRM/Helpdesk): ticket management and communication templates
Trello: task management
Slack: internal communication
Payment systems (Stripe, Iugu, etc.): transaction checks and refunds
Familiarity with internal/admin platforms is a plus
Languages
Advanced English
Intermediate Spanish
Basic Portuguese
Soft skills
Strong organization and attention to detail
Deadline management and commitment to SLAs
Proactivity and ownership mindset
Adaptability in fast-changing environments
Comfort navigating uncertainty and ambiguity
Emotional intelligence with objective empathy
Clear and transparent communication
Problem-solving and critical thinking
Nice to have
Experience in customer support (especially in digital platforms)
Background in conflict resolution
Interest in travel, community, and the sharing economy
Data-driven mindset and continuous improvement approach
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