Customer Support Specialist - USA

Description

Reports to: Customer Support Manager
Location: Remote (U.S.-based)

About Railbookers Group

At Railbookers Group, we believe that travel is more than a journey, it’s an unforgettable experience. As the global leader in independent rail vacations, we empower our customers to explore the world in comfort, with personalized support every step of the way. Our inclusive and passionate team thrives on innovation, collaboration, and a shared mission: to make train travel seamless, enriching, and truly exceptional.

When you join us, you become part of a culture that values diverse voices, celebrates creativity, and invests in your long-term growth.


Job Purpose

As a Customer Experience Specialist, you’ll be the trusted voice customers turn to before and during their travel journey. You’ll handle inquiries, resolve issues with empathy and efficiency, and collaborate with both internal teams and external partners to ensure every detail is just right. This role is ideal for someone who brings a service-first mindset, a knack for problem-solving, and thrives in a fast-paced environment.


Responsibilities and Duties

• Serve as the first point of contact for customer and travel advisor inquiries—via phone, email, and web—in a friendly, solutions-oriented manner.
• Troubleshoot and resolve booking concerns with urgency and professionalism, often liaising with global travel partners and suppliers.
• Confidently manage itinerary changes, ticketing (including exchanges and refunds), and service upgrades.
• Proactively monitor and improve the quality of reservations, escalating discrepancies when needed.
• Collaborate cross-functionally with Sales and Operations to deliver a seamless customer journey.
• Research and secure alternative accommodations when impacted by schedule changes or requests.
• Communicate clearly and consistently, delivering travel documents and updates to customers and partners.
• Contribute to ongoing process improvements and share feedback that enhances our service delivery.

Qualifications

• 2+ years of experience in a high-volume customer service call center environment—you’re comfortable managing inbound and outbound communications while juggling multiple priorities.
• A strong preference will be given to candidates with backgrounds in the travel, hospitality, or transportation industries, where responsiveness and attention to detail are key.
• A natural problem-solver with exceptional listening and communication skills—you thrive on turning challenges into opportunities.
• Ability to stay cool under pressure in a fast-paced, constantly evolving environment—you’re energized by multitasking and quick pivots.
• Tech-savvy with a willingness to learn new systems; proficiency in Microsoft Office and CRM tools is a plus.
• A high school diploma or equivalent is required; we value relevant, hands-on experience over formal degrees
   

What Sets Us Apart

• Fully Remote Work: Collaborate with a supportive, international team from anywhere in the U.S.
• Career Mobility: Opportunities for internal advancement, ongoing training, and skill development.
• Travel Perks: Experience the world with exclusive travel discounts and industry insights.
• Inclusive Culture: We champion diverse perspectives and encourage you to bring your authentic self to work every day.

What we Offer:

• Work from Home  
• Generous PTO Package  
• Bonus and Incentive Plans  
• Medical, Dental, and Vision Insurance Including Optional HSA, Gym Membership Contributions and Healthy Actions incentive (sponsored by Cigna)  
• Employee Assistance Program  
• Short-term/Long Term disability Plan  
• Employer sponsored Life Insurance  
• Employer-Matched 401(k)  
• Familiarization Trips (Get paid to experience our vacations!)  
• Employee and Family/Friend Travel Discounts  
• Corporate Discounts through Working Advantage  
• Employee Referral Bonus  
• Cross-Departmental and Advanced Training Opportunities  
• Anniversary, Birthday, and Recognition Perks  
• Years of Service Awards  
• Annual Reimbursements for Home Office (office expenses, phone, internet)  

Ready to Get on Board?

If you're excited to help customers create travel memories that last a lifetime—and you thrive in a culture that values care, curiosity, and continuous growth, then we’d love to hear from you.