Remote Guest Experience Manager

Summary

Join the core team at VAWAA.com as the Guest Experience Manager and help deliver the best end-to-end experience to guests worldwide.

Requirements

• Experience: You’ve spent at least 2 years in a B2C digital customer service role at an early-stage or fast-growing startup
• World Traveler: You’ve traveled solo, navigate new places and languages with ease, and make friends wherever you go. Unexpected challenges? You handle them like a pro
• Lifelong Learner: You're constantly signing up for immersive experiences and driven by creating exceptional moments for others
• Customer Advocate: You intuitively understand the hesitations around booking big trips online and know how to guide, motivate, and reassure people through the decision-making process
• Clear Communicator: You have the ability to convey complex information simply and accurately, while adapting tone to diverse guest needs. You write persuasively and with precision
• Tech-Savvy: A digital native, you leverage technology to work smarter, engage online, and solve problems efficiently
• Problem Solver: You anticipate issues before they arise and can confidently tackle unexpected challenges with resourcefulness
• Detail-Oriented: Ultra-organized with a strong operational mindset. You create systems to streamline tasks and never miss a detail—balancing quality and speed effortlessly
• Cultural Knowledge: You’re familiar with global arts, design, crafts, and cultural trends
• Work Ethic: Self-starter, hardworking, and impact-driven. No complainers here—we want someone ready to step up and make things happen
• Flexibility: With customer inquiries driving our 7-day-a-week business, you're willing to cover as needed and committed to timely responses

Responsibilities

• Facilitate life-changing travel and creative experiences across the globe
• Leverage your sales skills to convert inquiries into bookings, providing personalized guidance and follow-ups throughout the decision-making process
• Manage communications with multiple customers at various stages—from initial inquiry to post-experience—using smart tools to ensure timely, accurate responses without missing any details
• Coordinate booking-related communication with artists across time zones, ensuring seamless collaboration
• Process, confirm, and manage all customer bookings, payments, refunds, rescheduling, cancellations, promo codes, and gift cards with precision through our backend systems
• Identify upsell opportunities to maximize customer value
• Prepare customers with essential pre-travel information and resolve any individual issues that arise
• Collect and organize post-experience feedback, photos, and reviews to foster repeat customers and referrals
• Surpass customer expectations, consistently delivering an extraordinary experience
• Build lasting relationships within the VAWAA community, creating loyal, long-term customers
• Collaborate with the Marketing Manager to showcase customer stories and highlight positive experiences
• Monitor key metrics, providing feedback and actionable insights to improve customer experience and operational efficiency
• Optimize the booking flow to minimize friction and scale operations while maintaining human and personalized touches

Benefits

• Health and dental benefits
• A complimentary VAWAA experience each year
• Company swag