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Online Engagement Specialist

Location: Remote — LATAM
Employment Type: Full-Time
Industry: Travel & Hospitality
Compensation: $1,720 – $1,820 USD/month
Schedule: 40 hours/week | Eastern Time (EDT)

Working Hours

• Monday – Wednesday: 4:00 PM – 11:00 PM (or 12:00 AM EDT)
• Saturday – Sunday: 12:00 PM – 8:00 PM (or 9:00 PM EDT)

About the Role

We are seeking a highly engaging, customer-focused, and proactive Online Engagement Specialist to become the first point of contact for visitors exploring one of the leading destination wedding travel platforms in North America.

This role combines real-time customer interaction with live chat technology to engage prospective clients, answer questions, qualify leads, and guide visitors toward scheduling a consultation with a Destination Wedding Specialist.

More than simply responding to chats, you'll play a critical role in generating qualified leads, creating exceptional customer experiences, and helping couples take the first step toward planning one of the most memorable events of their lives.

The ideal candidate is an outstanding communicator with exceptional written English, thrives in fast-paced environments, enjoys multitasking, and knows how to build meaningful customer interactions that convert interest into scheduled consultations.

What You'll Do

Live Chat & Customer Engagement

• Serve as the first point of contact for website visitors through live chat.
• Engage prospective clients in real time using a friendly and consultative approach.
• Respond to customer questions about destination weddings, travel services, and the planning process.
• Personalize conversations to deliver an exceptional customer experience.
• Build rapport with visitors and encourage continued engagement.

Lead Qualification & Appointment Scheduling

• Engage with prospective clients to understand their travel and wedding planning needs.
• Collect and update customer information accurately within the CRM.
• Qualify leads and connect them with the appropriate Destination Wedding Specialist.
• Schedule consultations and ensure clients receive all necessary follow-up communications.
• Support a seamless transition from initial inquiry to specialist consultation.

Customer Experience & Performance

• Manage multiple live conversations simultaneously while maintaining excellent response times.
• Help improve engagement and lead conversion through personalized interactions.
• Support ongoing testing and optimization of chat messaging and workflows.
• Deliver a consistently professional, friendly, and customer-focused experience.

Collaboration & Continuous Improvement

• Work closely with the Marketing and Sales teams to improve customer engagement strategies.
• Share insights and feedback to optimize chat performance and lead generation.
• Contribute ideas that enhance customer experience and operational efficiency.

What We're Looking For

Required Qualifications

• C1 English proficiency or higher (written and spoken).
• Excellent written communication skills with strong grammar and spelling.
• Minimum 2 years of experience in one or more of the following:
  • Live Chat Support
  • Customer Support
  • Customer Success
  • Online Sales Support
  • Lead Qualification
• Experience interacting with customers through live chat, messaging platforms, or CRM tools.
• Typing speed of 60+ words per minute (WPM).
• Strong multitasking skills with the ability to manage multiple conversations simultaneously.
• Tech-savvy with the ability to quickly learn new systems and digital platforms.
• Excellent organizational skills and attention to detail.
• Ability to work independently in a fully remote environment.

Preferred Qualifications

• Experience within:
  • Travel
  • Hospitality
  • Tourism
  • Wedding Industry
• Experience using CRM systems and live chat platforms.
• Experience scheduling appointments for sales teams.
• Previous experience supporting U.S.-based customers.

What Success Looks Like

Success in this role will be measured by your ability to:

• Increase qualified lead generation.
• Improve consultation booking rates.
• Deliver an outstanding customer experience through live chat.
• Increase visitor engagement and conversion.
• Support the growth of confirmed destination wedding events.
• Maintain high-quality interactions while efficiently managing multiple conversations.

Why Join Us?

• Fully remote opportunity.
• Competitive compensation in USD.
• Join a collaborative and high-performing team.
• Make a direct impact on customer experience and business growth.
• Opportunity for long-term career development within the travel and hospitality industry.
• Work in a dynamic, technology-driven environment that values innovation and continuous improvement.

Important Notes

Applications may not be considered if candidates:

• Do not meet the C1 English requirement.
• Have typing speeds below 60 WPM.
• Lack experience managing multiple live customer conversations simultaneously.
• Are unavailable to work the required Eastern Time (EDT) schedule.

This is a remote/telecommute position.