Traveler Care Specialist, Luxury Travel (Customer Service, Sales)

Company Overview

Zicasso is a leading luxury travel company connecting discerning travelers with the world’s top travel specialists who design personalized, life-enriching trips. With unsurpassed local knowledge and reputable in-country connections, our destination experts curate unique, exclusive experiences tailored to travel interests, from culinary journeys to cultural heritage tours, romantic escapes, family-friendly adventures, and more.

Our esteemed clientele includes a Pulitzer Prize winner, Olympic cyclists, C-level executives, Academy Award recipients, and anyone seeking unforgettable, custom trips. Zicasso was selected "Best in Travel" by TRAVEL+LEISURE magazine and is regularly featured in The New York Times, The Wall St. Journal, The Washington Post, BBC, MSNBC, CNN, Fodor's, Frommer's, and more. Our thousands of 5-star reviews are a testament to the unforgettable, life-enriching travel experiences we design for our travelers.

Our entire team is fully remote and spans across five continents. And we're growing!

We value a dynamic and progressive work environment that encourages innovative ideas and recognizes individuals who exhibit creativity, initiative, and hard work. We welcome applicants who are motivated by the opportunity to continuously learn and grow with us, and who are eager to contribute to our company culture. We are seeking individuals who thrive in a dynamic, high-performance work setting and are excited to contribute to the success of our team.

For more information on our company, visit www.zicasso.com.

The Role

Currently, we are seeking a highly motivated, customer service-minded Traveler Care Specialist, who embraces an entrepreneurial spirit and has a passion for international travel!

This role will be working at the intersection of our customers and Zicasso’s global network of travel providers (partners), making both sides delighted with Zicasso’s unique matching service and will be responsible for assessing and processing incoming client travel inquiries via email, phone, and online. You will learn to understand analytics and help ensure that we are maximizing the potential of our leads. You will build trusted relationships with our travelers to understand their travel needs and ensure these needs are being met and their expectations exceeded. This position plays a key role towards driving customer loyalty and repeat bookings of our most valued travelers.

This position is for Texas or Colorado residents: This is a fully-remote, full time employee position for candidates who live in one of these states.

Key Responsibilities

• Provide exceptional customer service to travelers by taking ownership of their inquiries, and becoming their trusted advisor throughout their use of Zicasso services. This includes assessing and solving incoming client travel inquiries via phone, live chat, and email.
• Build trusted, long-lasting relationships with discerning luxury clients to strengthen their confidence in Zicasso. This involves assisting and serving clients in a way that meets their needs and exceeds their expectations.
• Ensure a high level of inquiry conversion by demonstrating expertise in consultation, product knowledge, and the benefits of using Zicasso. This includes speaking with travelers via phone calls (and sometimes video), helping them understand how Zicasso works, and providing guidance for their travel needs.
• Lead cross-functionally with the Partnerships, Product, and Marketing teams to integrate best practices and solutions for the client's experience and/or issues that may arise.
• Partner with senior leadership on projects and initiatives to solve problems and create innovative solutions.
• Leverage Zicasso’s data, analytics and technology to to set new standards for customer success, driving innovation and excellence for the luxury travel industry.
• Provide consultation and advice to move general inquiries to destination-specific trip requests.
• Coach and mentor team members as needed.

Please Note: We’re seeking highly-motivated candidates. Those who excel in this role will be given the opportunity to take on increasingly complex projects and initiatives, and grow their role and responsibility within the Traveler Care Team.

Required Skills and Experience

• Minimum 8+ years of experience in the travel industry, with a focus on travel sales or operations of luxury tours or hotels. Examples of relevant experience include tour leader, tour director, hotel front desk, client relations, or guest services
• Passionate about travel, with extensive experience traveling abroad and a strong curiosity about new international destinations.
• Strong customer service-focused skills, with a passion for building strong relationships with travelers. This includes being comfortable with telephone-based work as a key part of the role.
• Excellent fluency in oral and written English.
• A cheerful and confident person who is adaptable to different styles of communication and traveler behaviors.
• Highly motivated and enthusiastic, with a willingness to put in extra effort in a start-up environment to drive company success.
• Comfortable with technology and able to quickly learn and adapt to the use of new software. Thorough knowledge of Google Workspace (formerly G Suite) (e.g. Docs, Sheets, Slides) is preferred.
• Strong organizational skills and attention to detail, striving to achieve quality, error-free work.
• Willingness to work flexible hours, including weekends, evenings, and holidays.
• A Bachelor's degree or higher is preferred.

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

If you are a customer service-minded problem solver with a passion for travel and a strong desire to make a difference, we strongly encourage you to apply for this exciting opportunity to join our team and help shape the future of personalized, life-enriching travel experiences at Zicasso!