Customer Support Agent

Turneo is revolutionising how hotel groups sell experiences by providing a seamless digital platform to connect guests with in-house and third-party experiences. We empower hotels to enhance guest satisfaction and drive incremental revenue through curated activities, excursions, and services. We are backed by world’s leading investors who previously invested in companies like Shopify, Twilio, Anthropic and LinkedIn.

We are looking for a Customer Support Agent to help us deliver exceptional support to our hotel partners, suppliers and guests, ensuring smooth bookings and great experiences across email, WhatsApp and Zendesk.

Responsibilities:

• Provide fast, friendly support to travelers, hotel partners, resellers, and experience organizers via email and WhatsApp using Zendesk.
• Resolve customer issues end-to-end, ensuring accurate information and timely follow-up until resolution.
• Review and update operational processes to ensure smooth coordination between guests, hotels, and activity providers.
• Handle customer complaints professionally, offering clear solutions, alternatives, and next steps within defined timeframes.
• Collaborate with the wider operations team to flag recurring issues, share insights, and improve the overall guest experience.
• Perform additional tasks to support day-to-day operations and contribute to continuous improvement of customer service workflows.

What we’re looking for:

• Full proficiency in written and spoken English—we’re an international team and communicate entirely in English.
• At least 1+ years of experience in customer service, ideally in a fast-paced environment where clear communication and problem-solving are essential.
• A proactive team player with a positive, supportive, and kind attitude toward colleagues and partners.
• Strong attention to detail, balanced with the ability to understand the broader customer journey and overall operations.
• Tech-savvy and comfortable with digital tools, including Google Workspace (Gmail, Drive, Sheets), Zendesk (or similar support platforms), and messaging channels like WhatsApp.
• Excitement about working at a high-growth startup, with the adaptability, ownership, and resilience that this environment requires.
• A mindset of continuous improvement—someone who notices gaps, suggests solutions, and genuinely cares about creating great customer experiences.

What we offer:

• Fully remote role with flexible work arrangements: part-time or full-time, with predictable shifts (3–5 times per week) during 10 PM – 6 AM UTC, including evenings, weekends, and public holidays.
• A long-term opportunity with a company that values reliability, professionalism, and steady growth.
• The chance to be part of a fast-growing hospitality tech startup, supporting customers from around the world.
• A supportive, collaborative team culture built on honesty, kindness, and continuous learning.
• Exposure to international hotel groups, experience organizers, and travel operations, giving you insight into a rapidly expanding industry.

We’re committed to building a diverse and inclusive team.

If you’re excited about this role but don’t meet 100% of the qualifications, we encourage you to apply.