Job descriptionFull Time
Wanderlust is a travel planning app that helps people plan trips using real city and cost data, live them on the ground with an offline Trip Mode, and share them with a community of travelers through its explore feed. We're looking for a Customer Support Specialist to be the front line for travelers using the app before, during, and after their trips — helping them get unstuck with planning tools, account issues, subscriptions, and questions about how features work.
What you'll do
- Respond to customer inquiries via email, chat, or in-app support channels in a timely, friendly, and accurate manner
- Troubleshoot user issues related to account access, subscriptions and billing, itinerary planning, and offline trip functionality
- Document common issues and work with product and engineering teams to escalate bugs or recurring pain points
- Maintain and improve help center content, FAQs, and canned responses to reduce repeat questions
- Track support metrics such as response time, resolution time, and customer satisfaction
- Gather and relay user feedback to help shape product improvements
What we're looking for
- 1+ years of experience in a customer support, customer success, or help desk role, ideally for a consumer app or SaaS product
- Excellent written communication skills with a friendly, clear, and patient tone
- Comfort using and quickly learning support tools (e.g., help desk software, ticketing systems)
- Strong problem-solving skills and ability to troubleshoot technical issues independently
- Ability to manage a queue of tickets and prioritize effectively under time pressure
- Empathy for users and genuine interest in travel and helping people have a good experience
Nice to have
- Experience supporting a mobile app with both web and native app components
- Familiarity with subscription billing platforms such as Stripe
- Experience writing or maintaining help center / knowledge base articles