Customer Experience Journey Expert
hace 1 semana
TourHero Inc. is a pioneering social travel platform revolutionizing the way people explore the world together. We're building an online marketplace that connects adventure-seekers with unique, curated trips designed to foster new friendships.
Our Community: TourHeroes - Passionate travelers who craft and lead experiences, Travelers - Adventurers ready to join curated trips and make new connections, Operators - Local partners offering authentic, immersive activities.
We're backed by two of the most iconic names in venture capital, growing fast and seeking new team members to help us execute our grand vision. At TourHero Inc., we value creative thinkers who are ready to dive in, solve challenges, and bring fresh ideas to the table. If you're passionate about building unforgettable experiences for travelers, this role might be for you.
The Role: As a Customer Experience Journey Expert, you'll be the go-to person for ensuring our travelers have seamless, enjoyable journeys. You'll start by mastering the basics, responding to customer queries and supporting administrative tasks. As you gain experience, you'll take on more responsibility, managing live trips and helping travelers navigate their adventures. Customer experience is at the heart of everything we do, and in this role, you'll play a key part in creating unforgettable memories for our travelers while growing alongside a passionate, driven team.
Responsibilities:
- Provide top-notch customer support, handling inquiries through our platform, email, WhatsApp, and phone.
- Assist customers with booking changes, cancellations, and resolving platform-related issues.
- Communicate feedback from customers to cross-functional teams, including engineering and content.
- Help manage the logistics for live trips, ensuring smooth operations.
- Learn and adapt to our evolving processes, contributing to the continuous improvement of our customer experience.
Requirements:
- 1-3 years of customer service or customer-facing experience.
- Fluent in English, with strong written and verbal communication skills.
- A patient, friendly, and professional demeanor.
- Strong organizational skills and the ability to think creatively when solving problems.
- Familiarity with the travel or hospitality industry is a plus, but not required.
- Experience with tools like Front, Slack, WhatsApp, CloudTalk, and Airtable is an advantage.
- Comfortable working in a fast-paced, startup environment.
Estimated Salary: $35,000 - $45,000 per year, depending on location and experience.
Benefits:
- Equity: Stock options for all employees
- Health Insurance: Medical and travel insurance
- Holiday: 22 days PTO
- Remote Flexibility: 5 days of work from anywhere every 6 months
- Equipment: Mac, monitor, and a $200 tech budget for additional equipment.
This role offers a unique opportunity to be part of a dynamic team and contribute to the growth of a revolutionary company. If you're passionate about delivering exceptional customer experiences and have a passion for travel, we encourage you to apply.
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