Adventure Operations Specialist

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Offer customer support and address inquiries from the moment of booking confirmation until departure.

• Manage customer requests for booking modifications and coordinate services with local suppliers.

• Ensure that booking changes are accurately invoiced by both suppliers and customers.

• Address trip-related issues with minimal disruption to the customer experience.

• Develop solutions for supplier mistakes, accommodation closures, and travel-related disruptions.

• Oversee balance payments and confirm timely and precise payment processing.

• Prepare and distribute pre-departure materials and travel documentation, including uploading documents to the mobile app.

• Take shifts on the emergency phone line for customers currently traveling.

• Address post-trip customer feedback and relay it to the Sales and Products teams.

• Assist Sales by preparing and sending tailored itineraries and travel documentation.

• Cultivate relationships with local suppliers.

⛳️ Requirements

• Experience in Operations within an adventure travel company, preferably focused on self-guided walking and cycling holidays, is highly desirable.

• Experience in fast-paced reservation or operations roles that demonstrate an ability to understand customer needs and provide solutions is mandatory.

• A commitment to and understanding of our values regarding Responsible Travel is essential.

• Familiarity with computer booking systems (preferably TourCMS) and help desk and chat software (ideally Zendesk) is highly desirable.

• Background in email-based customer service.

• Exceptional organizational skills and attention to detail.

• Strong verbal and written communication skills; native-level English or equivalent proficiency is required.

• Excellent email and phone etiquette.

• Capability to work efficiently under pressure while maintaining accuracy.

• Ability to work independently without supervision.

• A friendly demeanor, personal integrity, and a commitment to high standards of customer service.

🏝️ Benefits

• Work remotely from home.

• Enjoy flexible working hours.

• Receive a fixed base salary.

• Benefit from 25 days of paid annual leave plus bank holidays, increasing by one day each year up to year five.

• Access great discounts for yourself and your friends/family on all TNA trips.

• Take advantage of outstanding learning and development opportunities.

• Join a fantastic multinational team within a rapidly expanding company.