Senior Customer Advocate

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

📋 Description

• Act as the primary contact for both potential and current customers through phone, live chat, social media, and email.

• Address adventure-related inquiries and assist customers in securing seamless bookings.

• Transform inquiries into confirmed bookings and provide answers to pre-departure questions.

• Manage pre-booking and post-booking inquiries with empathy, precision, and professionalism.

• Collaborate with local hosts worldwide to oversee existing bookings and guarantee a clear, friendly, and positive booking process.

• Ensure customer inquiries receive responses within 24 hours and are addressed within set service level agreements (SLAs).

• Overcome customer obstacles to booking and resolve platform-related issues.

• Craft thoughtful and accurate responses to questions from customers and hosts.

• Monitor and handle multiple tasks and issues at the same time.

• Keep track of, document, prioritize, and escalate issues as necessary.

• Share customer feedback with the team to enhance the overall user experience continuously.

• Maintain current knowledge of products and services.

• Provide excellent service, maximize customer satisfaction, and uphold strong feedback ratings.

⛳️ Requirements

• 2–3+ years of experience in customer service or customer support within hospitality, travel, adventure tourism, or other service-oriented settings (email, phone, chat, or live support).

• Background in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, ideally with experience in small group travel.

• Familiarity with supporting or managing small group travel, with an understanding of the specific needs, logistics, and expectations of guests in these experiences.

• Previous experience in a sales-oriented or conversion-focused support position, preferably in a dynamic or high-volume environment.

• Proven history of meeting sales KPIs, conversion metrics, or booking goals.

• Outstanding written and verbal communication skills, with the ability to adapt tone and style for various customers.

• Exceptional multitasking abilities and a keen attention to detail.

• Basic familiarity with cloud-based applications (Google Workspace, MS Office).

• Strong problem-solving capabilities and the capacity to provide solutions within established processes.

• Ability to manage unexpected tasks or shifting priorities with poise and a positive demeanor.

• Experience working remotely and utilizing tools such as chat platforms, call systems, or CRMs (familiarity with HubSpot or Intercom is advantageous).

• A passion for travel and the outdoors.

• A strong communicator who builds trust and rapport with customers.

• Highly organized, adaptable, and comfortable juggling multiple tasks at once.

• Empathetic and customer-oriented.

• Self-motivated and capable of working independently in a fast-paced setting.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Flexible working arrangements.

• A vibrant and inclusive work environment.

• Employee discounts on travel and adventure experiences.