Context Travel is hiring a
Global Client Support Associate

Summary

Join Context Travel as a Global Client Support Associate in a remote position. Provide top-quality support to advisors and clients, handle pre-booking questions, adjustments, payments, credits, refunds, and post-trip feedback. Collaborate with regional teams and contractors to improve the client experience.

Requirements

• A passion for traveling and learning about world culture, history, and art
• Minimum of 2-3 years of experience working in a client-facing role, preferably in the travel, tourism, or hospitality industry
• Digital native or strong digital proficiency - preference for applicants with experience in Front, Hubspot, Slack, and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)
• Ability to work efficiently in a fast-paced, international, tech-reliant environment, independently and as part of a distributed team

Responsibilities

• Respond to Global client and Travel Advisor emails
• Act as a brand ambassador for Context Tours and explain the value of Context Tours and how the client journey works from end to end
• Assist placing and adjusting or cancelling orders
• Handle payments, credits, and refunds
• Ensure relevant and helpful client information is added to orders and expert notes
• Action global client tasks
• Collaborate with Global Client Support Manager to research and vision future state tooling automations and self-serve resources to provide scalable customer support
• Support team and contractors with decision-making and escalations for front-line and on-the-ground client issues via phone, SMS, chat feature, and email
• Handle OTG situations requiring cross-functional work with regional Delivery teams
• Work closely with regional Client leads to be aware of highly impactful happenings across all destinations
• Ensure appropriate flow of relevant information to our clients and advisors
• Develop an understanding of the end-to-end operational functions to better provide clients with clear information and actionable instructions to improve the client experience
• Cultivate a strong co-working relationship with regional Delivery teams
• Proactively identify and escalate potential client pain points to appropriate functional leads to improve the client experience

Preferred Qualifications

Bachelor's degree in the liberal arts

Benefits

• A supportive, mission-oriented work environment with colleagues who care
• Unlimited access to online seminars 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