Be the first point of call for all adventure queries on the phone, live chat, social media and email; enabling our customers to successfully book the hassle-free experiences we’re renowned for.
Converting a high rate of enquiries into new bookings and answering pre-departure questions from our customers.
Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism.
Working in conjunction with our local hosts around the world to manage existing bookings & ensure a consistently clear, friendly and positive booking experience is delivered at all times for our customers.
Ensuring no customer waits more than 24 hours for a response from our team or our local hosts, and that all inquiries are handled within established SLAs.
Problem solving customer barriers to booking and issues with the platform.
Composing thoughtful and accurate replies to customer and host questions.
Monitoring and controlling numerous tasks and issues simultaneously.
Perform problem tracking, including documenting, prioritizing, and escalating issues as needed.
Sharing your customer insights and experiences with the rest of the team to ensure we’re continuously improving our user experience.
Maintain up-to-date product and service knowledge to support customer needs effectively.
Deliver service excellence with each interaction, maximizing customer satisfaction and maintaining strong feedback scores.

2–3+ years of customer service or customer support experience in hospitality, travel, adventure tourism, or other service-driven environments (email, phone, chat, or live support)
Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, preferably with exposure to small group travel
Experience supporting or handling small group travel, with an understanding of the unique needs, logistics, and guest expectations of these experiences
Previous experience in a sales-related or conversion-focused support role, ideally in a fast-paced or high-volume environment
A track record of achieving sales KPIs, conversion metrics, or booking targets
Excellent written and verbal communication skills, with the ability to adapt tone and style to different customers
Exceptional multitasking ability and strong attention to detail
Basic knowledge of cloud-based applications (Google Workspace, MS Office)
Strong problem-solving skills and the ability to provide solutions within established processes
Ability to handle unexpected tasks or changing priorities with composure and a positive attitude
Experience working remotely and using tools such as chat platforms, call systems, or CRMs (HubSpot or Intercom is a plus)

Senior Customer Advocate, Sales Support

Key skills