Join Us as Our Customer Experience Hero 🚀🌎

Job title: Customer Experience Associate

Location: WeWork, Cra. 7 #116- 50, Usaquén, Bogotá, Cundinamarca, Colombia

Working schedule: 40 hours per week, Monday to Friday, 9:00 AM - 6:00 PM. Tuesdays Work from home.

TourHero is a social travel platform revolutionizing how 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 are an early-stage startup, backed by two of the most iconic venture capital firms in the world. We’re building a strong team to bring our ambitious vision to life. We’re looking for someone with an entrepreneurial spirit, eager to take on diverse challenges and make a real impact.

If you love to roll up your sleeves, push boundaries, and contribute to the growth of a dynamic travel platform, this could be the perfect opportunity for you!

The Role

As a Customer Experience Associate, you will help customers plan and enjoy their group travel experiences. Your role is to ensure smooth trips from booking to return by managing trip details, assisting customers, and coordinating with local operators. You will also handle customer requests, resolve issues, and collaborate with internal teams to provide excellent service.

What You’ll Be Doing

• Plan and coordinate trips, providing support from booking to post-trip.

• Communicate with customers and local operators via phone, email, and chat apps like WhatsApp.

• Solve problems and resolve any issues before the tour to ensure a great experience.

• Assist customers with changes and special requests.

• Handle customer feedback and complaints professionally.

• Work with different teams to improve customer experience.

• Manage tasks related to customer service and operations.

Requirements

• 2 to 5 years of experience in customer service or a client-facing role (travel industry experience preferred).

• Strong English skills (written and spoken).

• Detail-oriented with a proactive and customer-focused attitude.

• Problem-solving skills and ability to manage tasks efficiently.

• Customer-first mindset with empathy and strong communication skills.

• Ability to think critically and find solutions to challenges.

• Experience with data management (analyzing data, organizing information, and using financial data for decisions).

Our Benefits:

🌴 Holiday – 40 days of annual leave, inclusive of bank holidays. This means you have full flexibility to use these days whenever you wish, including on bank holidays or at another time that suits you.

🌍 Work From Anywhere – 15 days each year to set up your office in any corner of the globe.

🏥 Health Coverage – Health insurance provided by SafetyWing, offering you global coverage across 180+ countries

📈 Equity – Stock options granted after your probation period, making you a true stakeholder in our journey.

💻 Tech Budget – $200 USD to spend on any additional equipment you may need.