Customer Support – Tourism Operations
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Job Description
Customer Support Specialist coordinating and assisting client bookings for a leading tour operator. Ensuring smooth tour experiences and collaborating with cross-functional teams remotely.
Responsibilities:
- Coordinate the full fulfilment process for tours — from ticket purchase and supplier assignment to on-tour client assistance.
- Verify and prepare upcoming bookings, guaranteeing that all logistics, timing, and service elements are perfectly aligned.
- Create accurate operational communications, including tour reminders, client updates, and supplier confirmations.
- Communicate with clients via email, phone, and messaging platforms to provide assistance, manage last-minute changes, and resolve on-tour disruptions with calm and professionalism.
- Collaborate cross-functionally with the Operations, Guide Management, and Sales teams to ensure smooth delivery and excellent client experiences.
- Apply problem-solving and prioritisation to high-pressure or time-sensitive situations, balancing multiple demands while maintaining accuracy.
- Stay current with evolving products, procedures, and conditions.
Requirements:
- 2+ years in travel operations, fulfilment, or ticketing in the travel industry.
- Exceptional organisational skills, with meticulous attention to detail and accuracy.
- Calm under pressure — thrives in dynamic, fast-paced, multi-tasking environments.
- Excellent communication skills in English, both written and spoken; confident in managing client correspondence.
- Strong problem-solving ability, with sound judgment and initiative.
- Proficiency in digital collaboration tools, including Google Workspace, Slack, and Zendesk (or similar).
- Flexible and adaptable, comfortable working variable shifts, including early mornings, evenings, and weekends.
- Collaborative mindset, comfortable working remotely in a multicultural team spread across Europe.
- Commitment to learning, openness to feedback, and a genuine interest in tourism and guest experience.
- Additional European languages (Italian, French, German, or Spanish) (Nice-to-Have)
- Experience managing ticketing for cultural sites or attractions (Nice-to-Have)
- Degree in Tourism, Hospitality, or related field (Nice-to-Have)
Benefits:
- Working equipment provided if needed
- Medical insurance after 3 months of employment
- Accountant support for employees based in Ukraine
- 20 business days of paid vacation annually
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