Global Client Support Associate - Context Travel

ABOUT CONTEXT

Context has redefined the travel industry by bringing authentic experiences to life in over 60 cities around the world. Context Travel provides half and full-day walking tours (private or small group shared experiences) led by local experts that dive deep into a city’s rich history and cultures, as well as audio guides and pre-trip enrichment lectures.  We are the first to make it possible to learn through travel before, during, and after a trip — creating those unforgettable moments that our guests treasure for a lifetime.

Context is a long-standing tour company and B Corp, backed by growth equity since 2017.

ROLE: Global Client Support Associate

LOCATION: US Remote

Context Travel is a remote team and has a preference to hire in the following states: CO, CT, DE, DC, FL, IL, ME, MA, NJ, NY, NC, PA. While we are open to hiring outside of these states, you must be located near a major metropolitan area. Please note your location and your closest international airport in your application.
 

The Context Delivery team is responsible for the end-to-end success of all Context experiences for all stakeholders— clients, advisors, experts, vendors, and partners— organizing the highest quality personalized cultural experiences while maintaining efficient operations. The [Senior] Global Client Support Associate is a key member on the Delivery team responsible for supporting the flow of all customer and advisor inquiries and support needs, including last-minute on-the-ground issues. As the Global Client Support Associate, your primary focus is supporting the global client journey, from handling pre-booking questions to facilitating post-booking adjustments, supporting on-the-ground issues, and ensuring post-trip feedback is shared with relevant stakeholders. In this role, you will report to the Global Client Support Manager, and collaborate closely with the Global On the Ground Manager, the regional Client leads, and seasonal contractors. 

As this role requires direct interaction, collaboration, and shared client communications with other Context Delivery colleagues and as a direct representative of Context to clients and advisors, the role requires a high level of professional service skills, communication skills, proactivity, and the ability to work well with a variety of individuals.

ROLE AND RESPONSIBILITIES

Global Client Support

• Provide top-quality support to advisors and clients as a first touch point to Context including 
  • Respond to Global client and Travel Advisor emails
  • Act as a brand ambassador for Context to potential clients inquiring through email, explaining the value of Context Tours and how the client journey works from end to end
  • Assist placing and adjusting or cancelling orders
  • Handle payments, credits, and refunds
  • Ensure relevant and helpful client information is added to orders and expert notes
  • Action global client tasks
• Work closely with regional Global Client Support Manager, and regional Client leads to identify gaps and needs in the client experience and journey to ensure Context is providing the best service to our clients
• Track client requests for non-Context products to support Client driven portfolio 
• Collaborate with Global Client Support Manager to research and vision future state tooling (Front/admin/chat/other) automations and self-serve resources to provide scaleable customer support
• Support team and contractors with decision-making and escalations for front-line and on-the-ground client issues via phone, SMS, chat feature, and email
• Handle OTG situations requiring cross-functional work with regional Delivery teams

Cross-Functional Support and Collaboration

• Work closely with regional Client leads to be aware of highly impactful happenings across all destinations
• Ensure appropriate flow of relevant information to our clients and advisors
• Develop an understanding of the end-to-end operational functions to better provide clients with clear information and actionable instructions to improve the client experience
• Cultivate a strong co-working relationship with regional Delivery teams 
• Proactively identify and escalate potential client pain points to appropriate functional leads to improve the client experience
• Work closely with the regional Portfolio leads to understand Context’s full portfolio of tours and experiences
  • Basic understanding of how the tours operate and the key parts involved to present the best possible client experience

WHAT YOU’LL BRING

• A passion for traveling and learning about world culture, history, and art
• A minimum of 2-3 years of experience working in a client-facing role, preferably in the travel, tourism, or hospitality industry
• Digital native or strong digital proficiency - preference for applicants with experience in Front, Hubspot, Slack, and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)
• Ability to work efficiently in a fast-paced, international, tech-reliant environment, independently and as part of a distributed team
• Bachelor's degree in the liberal arts preferred

Day-to-day, you'll need to be able to:

• Raise your hand for projects and initiatives involving colleagues across time zones, functions, and levels - there are endless learning and growth opportunities
• Understand our end-to-end process and its impact on the customer experience, expert experience, and internal process scalability 
• Care about what motivates PEOPLE: we are a people-centric business connecting customers with our amazing experts and travel experiences across the globe

In exchange, we are thrilled to offer:

• A supportive, mission-oriented work environment with colleagues who care
• Unlimited access to online seminars and in-person tours
• Annual learning & wellness stipend to pursue personal and professional interests
• A competitive salary with 401K ( match), health & dental insurance
• Tech stipend
• Flexible PTO (with no caps, encouraged minimums, and parental leave)
• A remote-first work policy
• An annual company retreat to connect and celebrate with colleagues in person (past locations include Lisbon, Barcelona, the Poconos, Mexico City and New York City. In 2024 we took the whole company to our birthplace, Rome, to celebrate our 20th anniversary.)

Context Travel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let us know.

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