Job Description
About Us
We are a global day tour operator that connects intellectually curious travelers with expert guides across 60+ destinations worldwide. Our mission is to create unforgettable cultural experiences that travelers treasure for a lifetime. As a certified B-Corp, we are committed to responsible tourism, sustainability, and delivering exceptional service to our guests.
About the Role
The Senior Client Associate plays a crucial role in ensuring an outstanding experience for travelers exploring the UK, Ireland, Iberia, and the Americas. This role is part of the Delivery Team, which oversees the entire client journey—from pre-booking inquiries to post-trip feedback—while collaborating with internal teams, local experts, and travel advisors.
This is a remote role, with preference given to candidates in select U.S. states. If you reside outside these states, you must be based near a major metropolitan area and include your location and closest international airport in your application.
Key Responsibilities
Client & Advisor Support
Act as the primary point of contact for clients and travel advisors, providing expert guidance on trip planning, tour selection, and itinerary adjustments.
Manage client inquiries across multiple communication channels, including email, chat, phone, and SMS.
Develop and maintain strong relationships with high-value clients, ensuring seamless travel experiences.
Assist in placing and adjusting tour bookings while proactively addressing client needs.
Ensure all client preferences and trip details are communicated accurately to tour guides and partners.
Collaborate with internal teams to continuously refine and enhance the client journey.
Operational Excellence
Partner with regional Directors and the Global Client Support Manager to optimize communication workflows.
Track and manage client inquiries to improve response times and service quality.
Identify opportunities to enhance customer experience and drive service improvements.
Provide mentorship and support to new team members and seasonal contractors.
Assist in training and onboarding processes for regional team members.
Cross-Functional Collaboration
Work closely with regional operations teams to ensure seamless tour execution.
Share insights and feedback with marketing and sales teams to improve client engagement.
Advocate for client needs in cross-regional meetings and company initiatives.
Maximizing Client Value
Identify opportunities for upselling and cross-selling additional services to enhance client experiences.
Support commercial teams in showcasing the full value of the company's offerings to travelers.
What You'll Bring
3-5 years of experience in the travel, tourism, or hospitality industry.
In-depth knowledge of the UK or Iberia and a passion for sharing cultural insights with travelers.
A strong understanding of North American traveler preferences when visiting Europe.
Excellent verbal and written communication skills, with a customer-centric mindset.
Proactive, self-motivated, and excited to work in a dynamic environment.
Fluency in English is required; Spanish or Portuguese fluency is a plus.
Why Join Us?
A collaborative, mission-driven team that values innovation and exceptional service.
Unlimited access to digital lectures, audio guides, and in-person tours.
Annual learning & wellness stipend to support personal and professional growth.
Tech stipend to support your remote work setup.
Flexible PTO, with no caps and an encouraged minimum.
A fully remote work policy.
An annual company retreat to connect with colleagues in person. Previous locations include New York, Lisbon, Barcelona, and Rome.
We are committed to diversity, equity, and inclusion. If you require accommodations during the application process, please let us know. We welcome applicants from all backgrounds and experiences.
Employment Type: Full-Time
Salary: $ 65,000.00 Per Year
Job Tags
Full time, For contractors, Seasonal work, Local area, Remote job, Worldwide, Flexible hours,