Customer Support Specialist - Tirana, Albania
Rent From Locals
**About "Rent From Locals"**
Rent From Locals is an innovative car rental marketplace connecting travelers directly with local car rental providers. Often described as an Airbnb for car rentals, the platform offers a more flexible, transparent, and user friendly alternative to traditional car rental companies. Rent From Locals has become a leading player in the Albanian market and has recently started expanding into Greece, bringing the same local first model to a new market.
**The position**
**Customer Support Specialist**
**Location:**
Albania
**Type:**
Full time
**Work setup:**
Remote
**Compensation:**
100,000 ALL + bonus
**Join a modern customer support team powered by AI and human expertise**
We are looking for a Customer Support Specialist based in Albania to join our team full time in a remote role.
This is not a traditional support position. You will work with state of the art customer support tools that combine artificial intelligence with human support, allowing the team to operate faster, smarter, and more efficiently. AI handles the first layer of routine inquiries, while you step in where human judgment, communication, and problem solving make the real difference.
You will support both customers and providers, help maintain high service quality across channels, and contribute to a smooth, modern support experience. The role also includes light social media interaction, simple content posting when needed, and practical involvement in improving how the support flow is structured inside the software.
This is a great opportunity for someone who enjoys communication, likes solving problems, and wants to work in a dynamic digital environment with a modern approach to customer support.
**What you will do**
You will handle second line customer support through phone, live chat, and ticket handling, helping with booking questions, changes, issues, and cases that require personal attention.
You will proactively support providers by phone and WhatsApp, helping ensure quick follow up, responsiveness, and smooth day to day operations.
You will also take care of light social media management, including replying to messages and comments on platforms such as Facebook, Google, and Trustpilot, and posting simple content when required.
In addition, you will help in configuring and improving the support software flow, contributing to how conversations are routed, escalated, and managed between AI support and human support.
**Main responsibilities**
Customer support through phone, live chat, and ticket handling
Second line support for cases escalated beyond AI assistance
Proactive support of providers by phone and WhatsApp
Monitoring and responding quickly to incoming support requests
Replying to comments, messages, and reviews on social media and review platforms
Publishing simple social media content when needed
Helping configure and improve the support software flow
Supporting the coordination between AI based first line support and human second line support
Helping maintain a high standard of communication and response quality
Escalating complex cases internally when appropriate
**Working model**
This is a full time remote position with a flexible structure. You do not need to be sitting in front of the computer all the time, but you must remain reachable and have notifications properly set up in order to respond instantly when a call or message requires your attention.
The working schedule is divided into the following zones:
**High alert zone**
Monday to Friday, 09:00 to 18:00
During this period, you are expected to be highly available and ready to respond quickly to calls and support requests.
**Low alert zone on weekdays**
Monday to Friday, 18:00 to 22:00
During this period, only calls are expected, and the support flow is lighter, but availability is still required.
**Low alert zone on weekends**
Saturday and Sunday, 10:00 to 20:00
During weekends, availability is required for calls, with a lighter support flow than during the main weekday working hours.
Because our AI system handles first line chat support, incoming interactions are expected to be more focused, more relevant, and generally second line in nature.
**What we are looking for**
Previous experience in customer support
Experience with live chat or customer support software
Experience with social media, especially replying to messages and comments
Comfort with digital tools and interest in helping improve support workflows
Strong communication and problem solving skills
Ability to work independently and responsibly in a remote setup
Good organizational skills and attention to detail
Fluent Albanian and English
Greek is a strong plus
Own equipment required, including laptop and smartphone
**Why this role is interesting**
You will work with a modern support setup that blends technology and human service
You will be part of a flexible remote structure
You will handle meaningful cases where your judgment and communication matter
You will help shape and improve a modern AI assisted support workflow
You will work across customer support, provider communication, social media interaction, and support operations
Rent From Locals is an innovative car rental marketplace connecting travelers directly with local car rental providers. Often described as an Airbnb for car rentals, the platform offers a more flexible, transparent, and user friendly alternative to traditional car rental companies. Rent From Locals has become a leading player in the Albanian market and has recently started expanding into Greece, bringing the same local first model to a new market.
**The position**
**Customer Support Specialist**
**Location:**
Albania
**Type:**
Full time
**Work setup:**
Remote
**Compensation:**
100,000 ALL + bonus
**Join a modern customer support team powered by AI and human expertise**
We are looking for a Customer Support Specialist based in Albania to join our team full time in a remote role.
This is not a traditional support position. You will work with state of the art customer support tools that combine artificial intelligence with human support, allowing the team to operate faster, smarter, and more efficiently. AI handles the first layer of routine inquiries, while you step in where human judgment, communication, and problem solving make the real difference.
You will support both customers and providers, help maintain high service quality across channels, and contribute to a smooth, modern support experience. The role also includes light social media interaction, simple content posting when needed, and practical involvement in improving how the support flow is structured inside the software.
This is a great opportunity for someone who enjoys communication, likes solving problems, and wants to work in a dynamic digital environment with a modern approach to customer support.
**What you will do**
You will handle second line customer support through phone, live chat, and ticket handling, helping with booking questions, changes, issues, and cases that require personal attention.
You will proactively support providers by phone and WhatsApp, helping ensure quick follow up, responsiveness, and smooth day to day operations.
You will also take care of light social media management, including replying to messages and comments on platforms such as Facebook, Google, and Trustpilot, and posting simple content when required.
In addition, you will help in configuring and improving the support software flow, contributing to how conversations are routed, escalated, and managed between AI support and human support.
**Main responsibilities**
Customer support through phone, live chat, and ticket handling
Second line support for cases escalated beyond AI assistance
Proactive support of providers by phone and WhatsApp
Monitoring and responding quickly to incoming support requests
Replying to comments, messages, and reviews on social media and review platforms
Publishing simple social media content when needed
Helping configure and improve the support software flow
Supporting the coordination between AI based first line support and human second line support
Helping maintain a high standard of communication and response quality
Escalating complex cases internally when appropriate
**Working model**
This is a full time remote position with a flexible structure. You do not need to be sitting in front of the computer all the time, but you must remain reachable and have notifications properly set up in order to respond instantly when a call or message requires your attention.
The working schedule is divided into the following zones:
**High alert zone**
Monday to Friday, 09:00 to 18:00
During this period, you are expected to be highly available and ready to respond quickly to calls and support requests.
**Low alert zone on weekdays**
Monday to Friday, 18:00 to 22:00
During this period, only calls are expected, and the support flow is lighter, but availability is still required.
**Low alert zone on weekends**
Saturday and Sunday, 10:00 to 20:00
During weekends, availability is required for calls, with a lighter support flow than during the main weekday working hours.
Because our AI system handles first line chat support, incoming interactions are expected to be more focused, more relevant, and generally second line in nature.
**What we are looking for**
Previous experience in customer support
Experience with live chat or customer support software
Experience with social media, especially replying to messages and comments
Comfort with digital tools and interest in helping improve support workflows
Strong communication and problem solving skills
Ability to work independently and responsibly in a remote setup
Good organizational skills and attention to detail
Fluent Albanian and English
Greek is a strong plus
Own equipment required, including laptop and smartphone
**Why this role is interesting**
You will work with a modern support setup that blends technology and human service
You will be part of a flexible remote structure
You will handle meaningful cases where your judgment and communication matter
You will help shape and improve a modern AI assisted support workflow
You will work across customer support, provider communication, social media interaction, and support operations