Delivery Associate

Summary

Join Context Travel's Delivery team as a Delivery Associate, supporting client and advisor communications and operational workflow for high-quality tours in the UK, Ireland, Iberia, Americas, and Asia-Pacific regions. You will manage client journeys, from pre-booking planning to post-trip feedback, and collaborate with regional and global teams. Responsibilities include client support, cross-functional collaboration, and portfolio development. The role requires strong communication and professional service skills. This is a remote position, preferably in specified US states, with a competitive salary and benefits package.

Requirements

• Must be fluent in English and an additional European language such as Spanish is very helpful
• Motivated self-starter who takes proactive action in a dynamic and metric-drive environment
• Practitioner of the growth mindset and enthusiastic desire to learn
• Humble collaborator and team player
• Believer in the transformative power of cultural travel
• Ability to work efficiently in a fast-paced, international, tech-reliant environment, independently and as part of a distributed team

Responsibilities

• Provide top-quality support to advisors and clients traveling in your region
• Assist with placing and adjusting orders
• Manage necessary follow ups
• Ensure relevant and helpful client information is flowed into orders and expert notes
• Action regional client tasks
• Work closely with regional Director, Global Client Support Manager, and other regional Delivery Associates to identify gaps and needs in the client experience and journey to ensure Context is providing the best service to our clients
• Track client requests for non-Context products to support Client driven portfolio
• Action assigned fulfillment, portfolio, and expert tasks as needed
• Support 1:1 expert communications as they relate to scheduled tours
• Work closely with the other functional leads in your region (Fulfillment, Expert, and Portfolio) to be aware of all impactful happenings across the region
• Ensure appropriate flow of relevant information to our clients and advisors
• Develop an understanding of the end-to-end operational functions within the region, to better provide clients with clear information, personal suggestions, and actionable instructions to improve the client experience
• Support portfolio development initiatives including product research and competitive analysis
• Assist with expert recruiting and onboarding and other tasks related to day-to-day expert relationship management
• Cultivate a strong co-working relationship with Global Client Support and OTG teams
• Proactively identify and escalate potential client pain points to appropriate functional leads to improve the client experience
• Identify opportunities for growing our brand value via appropriate upsell and cross-sell recommendations that will improve the overall client experience
• Contribute to and support the successful end-to-end delivery of regional and global tours across all functions
• Mentor and train seasonal contractors and Delivery colleagues
• Collaborate with Global Client Support Manager and other regional Client colleagues to identify, propose, and implement communication and process improvements as needed
• Actively contribute to weekly regional Delivery team and cross-regional meetings
• Participate in cross-regional and seasonal initiatives such as annual portfolio product cleaning

Preferred Qualifications

• Work experience in the cultural sector or travel industry preferred
• Digital native or strong digital proficiency - preference for applicants with experience in Front, Slack, and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)
• Preference for applicants with deep knowledge of destinations such as London, Barcelona, Lisbon, Tokyo, or Kyoto

Benefits

• A supportive, mission-oriented work environment with colleagues who care
• Unlimited access to digital lectures, audio guides, and in-person tours
• Annual learning & wellness stipend to pursue personal and professional interests
• A competitive salary with 401K (+ match), health & dental insurance
• Tech stipend
• Flexible PTO (with no caps, encouraged minimums, and parental leave)
• A remote-first work policy
• An annual company retreat to connect and celebrate with colleagues in person (past locations include Lisbon, Barcelona, the Poconos, Mexico City, and New York City. In 2024 we took the whole company to our birthplace, Rome, to celebrate our 20th anniversary.)