Senior Customer Advocate – Sales Support

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

📋 Description

• Act as the primary point of contact for adventure-related inquiries through phone, live chat, social media, and email.

• Transform inquiries into new bookings and address customer questions prior to departure.

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

• Collaborate with local hosts globally to oversee existing bookings and ensure a positive booking experience.

• Guarantee that responses are provided within 24 hours and that inquiries adhere to established SLAs.

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

• Draft precise responses to questions from customers and hosts.

• Supervise and handle multiple tasks and issues concurrently.

• Document, prioritize, track, and escalate issues as necessary.

• Share insights from customers to enhance the overall user experience.

• Keep up-to-date with current product and service knowledge.

• Provide exceptional 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 environments (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, understanding the specific needs, logistics, and guest expectations associated with these experiences.

• Prior experience in a sales-oriented or conversion-focused support role, preferably in a fast-paced or high-volume setting.

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

• Outstanding written and verbal communication skills, with the capacity to adjust tone and style according to different customers.

• Exceptional multitasking skills and a keen attention to detail.

• Basic knowledge of cloud-based applications (Google Workspace, MS Office).

• Strong problem-solving abilities and the capacity to deliver solutions within established processes.

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

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

🏝️ Benefits

• 16 days of annual leave plus 9 public holidays.

• Quarterly performance-based sales bonus.

• Experience our offerings: everyone enjoys a complimentary trip from our catalog during their first year.

• A £500 annual travel voucher to use towards our trips.

• 30% employee discount, along with a 15% discount for friends and family on our trips.