Traveler Care Manager, Luxury Travel

Company Overview

Zicasso is a leading luxury travel company that creates personalized, life-enriching experiences for discerning travelers. Founded in Silicon Valley, our unique approach to travel blends cutting-edge technology and the unsurpassed destination expertise of our top travel specialists worldwide. 

As a member of our team, you'll contribute to creating experiences that consistently earn us thousands of 5-star reviews. You'll be part of a company recognized as "Best in Travel" by TRAVEL+LEISURE magazine and regularly featured in notable publications such as The New York Times, The Wall Street Journal, BBC, and CNN. By joining Zicasso, you'll play a key role in bringing travel dreams to life – pushing the boundaries of what's possible in luxury travel experiences.

As a fully remote company spanning five continents, we foster a dynamic, progressive global work environment that values creativity, initiative, and continuous learning. We're seeking passionate, data-driven individuals who thrive in a high-performance environment and are eager to contribute to our innovative company culture underpinned by the pursuit of excellence, integrity, and teamwork.

Our global team comes together annually for an international company retreat in various locations, providing a unique opportunity to share ideas, collaborate in person, and strengthen our culture. This event embodies our commitment to both professional growth and the transformative power of travel.

Join us in shaping the future of luxury travel while working towards our vision: to create a more connected humanity through travel. To learn more, visit www.zicasso.com.

The Role

Currently, we are looking for a highly-motivated Traveler Care Manager who embodies an entrepreneurial spirit and has a passion for international travel.

The Traveler Care Manager at Zicasso will be a hands-on leader, guiding a remote team of customer service professionals to deliver exceptional luxury travel experiences. Your role involves actively enhancing customer satisfaction by building deep, lasting relationships with travelers, optimizing sales performance to drive revenue growth, and supporting growth initiatives that expand the business. You will foster a positive, collaborative team environment, develop key performance metrics, coach your team, and work cross-functionally to resolve traveler issues in a timely and empathetic manner. This role reports directly to the Director of Traveler Care.

This is a fully-remote, full time position, working from home, at a location within Texas, USA.

There is some flexibility in your work hours but it is required to overlap with Colorado, eg. until 5pm Mountain Time Zone (GMT -7).

Please note: We are seeking highly-motivated candidates. Zicasso’s culture rewards team members who contribute to an ever-evolving growth environment and celebrates creativity, initiative, and out-of-the-box thinking.

Key Responsibilities:

• Lead a team of customer service professionals dedicated to enhancing customer experience, optimizing sales performance, processing incoming trip requests and travel consultations
• Help Zicasso build genuine, lasting relationships with our travelers
• Partner with the Director of Traveler Care to shape and implement new initiatives, projects, or business models aimed at driving company growth, while demonstrating increasing leadership responsibilities.
• Cultivate a work atmosphere that promotes positivity, teamwork, and professional growth.
• Focus on the individual growth of team members by leveraging their strengths and addressing areas for improvement.
• Develop and oversee metrics to evaluate success within the Traveler Care Team, ensuring alignment with overall company objectives.
• Work with cross-functional teams to integrate best practices and solutions for enhancing the traveler experience 
• Address traveler-related issues in coordination with our partnerships team to ensure effective and timely solutions.

Required Skills and Experience:

• 3+ years of people management experience
• 4+ years of travel industry experience in customer service and sales, particularly in luxury travel
• Strong customer service skills with a focus on delivering exceptional client experiences.
• Excellent interpersonal skills with proven experience in initiating and building strong professional relationships.
• Passionate about travel - highly desirable if you have traveled to several countries and have a strong curiosity about international destinations
• Proven ability to lead and motivate others effectively, including promoting teamwork within your own team as well as across other teams
• Clear, concise communication skills in both verbal and written English.
• Self-disciplined to independently meet and exceed set goals
• Detail-oriented and committed to deliver thorough, quality, and error-free work
• Highly efficient with excellent time management and organizational skills
• Comfortable with technology, readily able to learn and adapt to the use of new software to organize and track team objectives
• Thorough knowledge of Google Workspace (formerly G Suite) (e.g. Docs, Sheets, Slides)
• Creative problem-solving skills
• Willingness to work flexible hours

What We Offer:

• Fully remote work arrangement
• Competitive compensation and benefits package (medical, dental, vision)
• Open Paid Time Off policy and 10 days of company-paid holidays
• Stock options package
• 401K retirement plan with employer matching
• Substantially discounted luxury travel during off-season
• An unforgettable annual company retreat at one of the international destinations we serve