Customer Assistance Specialist

About the role

This position supports American Express cardholders facing travel emergencies worldwide, delivering 24/7 assistance as part of the Travel Guard team.

Key responsibilities

• Handle inbound and outbound calls, providing a positive experience for cardholders.
• Assist with pre‑trip planning and in‑travel aid, using Travel Guard’s legal, financial and travel assistance options.
• Apply creative problem‑solving to deliver out‑of‑the‑box solutions.
• Multi‑task across multiple systems while maintaining exceptional service.
• Document interactions accurately in the case management system.
• Uphold privacy, compliance and performance standards of Travel Guard and American Express.

Required profile

• High school diploma or equivalent.
• 1‑2 years of customer service experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to manage and prioritize tasks while serving high‑end clientele.
• Willingness to work 6 pm‑4 am with rotating weekends (4 day × 10 hour shifts).

Required skills

• Critical and creative thinking to devise solutions.
• Effective multitasking across multiple systems.

What we offer

• Shift differential of $3/hour for night and weekend shifts.
• Hybrid work model: 3 days in office, 2 days remote.
• Comprehensive onboarding, professional development and career growth opportunities.
• Generous paid leave, volunteer leave and parental leave.
• High‑deductible health plan, EAP programs and 401(k) with employer match.
• Inclusive, diverse culture that values optimism, caring and forward‑thinking.