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Luxury Travel Experience Coordinator (Customer Support & Sales)

Zicasso

United States Full-time in Call Centre / CustomerService
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    • Job ID 2117284

    Job Description

    Company Overview

    Zicasso is at the forefront of luxury travel, dedicated to crafting personalized journeys that enrich the lives of our discerning clientele. Established in the heart of Silicon Valley, our distinctive travel approach merges state-of-the-art technology with unparalleled expertise from the world’s leading travel specialists.

    By becoming part of our team, you will help create remarkable experiences that consistently secure us thousands of glowing 5-star reviews. We are honored to be recognized as a “Best in Travel” by TRAVEL+LEISURE magazine and frequently featured in illustrious media outlets such as The New York Times, The Wall Street Journal, BBC, and CNN. Joining Zicasso means playing a pivotal role in transforming travel aspirations into reality, continually redefining what luxury travel can be.

    As a fully remote organization operating across five continents, we cultivate a vibrant and progressive global workspace that champions creativity, initiative, and lifelong learning. We seek passionate, data-driven individuals who thrive in a high-performance setting and are eager to make meaningful contributions to our innovative culture grounded in excellence, integrity, and teamwork.

    Our international team gathers annually for an extraordinary retreat in various global locales, providing a unique chance to share insights, collaborate face-to-face, and deepen our organizational culture. This event is a testament to our commitment to professional development and the transformative impact of travel.

    Join us in shaping the future of luxury travel while working towards our vision of fostering a more connected world through travel. To learn more about our mission, visit our website.

    The Role

    We are currently on the lookout for a driven and service-oriented Traveler Care Specialist with an entrepreneurial spirit and a passion for global exploration!

    In this dynamic role, you will be the vital link between our esteemed travelers and Zicasso’s extensive network of travel partners, ensuring both sides enjoy the benefits of our exceptional matching service. You will assess and manage incoming travel inquiries through various channels, including email, phone, and online. Your ability to comprehend analytics will be essential in maximizing our lead potential. Additionally, you will cultivate trusted relationships with our travelers, ensuring their travel desires are understood, met, and exceeded. This role is crucial in fostering customer loyalty and repeat business from our valued clientele.

    This position is open exclusively to residents of Texas or Colorado: This is a fully remote, full-time position for candidates located in these states.

    Key Responsibilities

    • Deliver exceptional customer service by taking ownership of traveler inquiries and acting as their trusted advisor throughout their journey with Zicasso. This includes effectively assessing and resolving incoming travel inquiries via phone, live chat, and email.
    • Forge strong, lasting relationships with our discerning luxury clients, inspiring confidence in Zicasso through attentive service that meets their needs and exceeds their expectations.
    • Enhance inquiry conversion rates by demonstrating expertise in consultation, product knowledge, and Zicasso’s unique advantages. Engage with travelers through calls (and occasionally video), helping them navigate Zicasso’s offerings and providing tailored travel guidance.
    • Collaborate cross-functionally with the Partnerships, Product, and Marketing teams to implement best practices and solutions that advance the client experience and address any challenges that may arise.
    • Work alongside senior leadership on various projects and initiatives aimed at problem-solving and fostering innovative solutions.
    • Utilize Zicasso’s data, analytics, and technology to set new benchmarks for customer success and drive innovation within the luxury travel sector.
    • Provide expert consultation to transition general inquiries into destination-specific trip requests.
    • Offer coaching and mentorship to team members as necessary.

    Note: We are looking for highly motivated candidates. Those who excel in this role will have opportunities to engage with increasingly complex projects and initiatives, facilitating personal growth within the Traveler Care Team.

    Required Skills and Experience

    • A minimum of 8 years of experience within the travel industry, focusing on luxury tour sales or operations. Relevant roles include tour leader, tour director, hotel front desk, client relations, or guest services.
    • A genuine passion for travel, demonstrated by extensive international experience and curiosity about new destinations.
    • Strong customer service aptitude, with a keen ability to build solid relationships with travelers—telephone engagement will be a significant component of this role.
    • Exceptional fluency in both oral and written English.
    • A lively and self-assured disposition, adaptable to various communication styles and traveler preferences.
    • Highly motivated and enthusiastic, willing to exert additional effort in a start-up environment to drive company success.
    • Comfortable with technology and quick to learn new software tools. Proficiency in Google Workspace (formerly G Suite) (e.g., Docs, Sheets, Slides) is preferred.
    • Excellent organizational abilities and an eye for detail, committed to producing quality, error-free work.
    • Flexibility in working hours, including weekends, evenings, and holidays.
    • A Bachelor’s degree or higher is preferred.

    What We Offer:

    • A fully remote work environment.
    • A competitive compensation and benefits package, including medical, dental, and vision coverage.
    • Open Paid Time Off policy along with 10 days of company-paid holidays.
    • Stock options package.
    • 401K retirement plan with employer matching.
    • Significant discounts on luxury travel during the off-season.
    • An unforgettable annual company retreat at one of our international destinations.

    If you are a customer service-driven problem solver with a fervor for travel and a strong aspiration to make a meaningful impact, we wholeheartedly invite you to apply for this thrilling opportunity to join our team and help redefine the future of personalized, enriching travel experiences at Zicasso!

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