Customer Support Agent

Who you are

• Minimum 2 years of relevant professional experience: Either 2+ years in a travel industry role (tour operator, travel agency, booking platform, or similar) OR 2+ years in a sales-focused role where selling was your primary responsibility
• You know how to turn travel dreams into bookings: You’re passionate about inspiring customers, matching them with unforgettable travel experiences, and confidently guiding them from consideration to booking—while consistently delivering against volume targets
  and quality standards
• You're a problem-solver who takes initiative: You don't wait for instructions; you see what
• Needs to be done and do it. You bring ideas to improve process, systems, and results
• You are tech-savvy and adaptable, comfortable navigating multiple tools simultaneously, And using AI effectively to improve efficiency while maintaining high-quality standards
• You are comfortable working on a rotating roster over 7 days of the week
• You are eligible to work in Canada

What the job involves

• Our Customer Support Team understands how important it is to have peace of mind when you’re planning and undertaking your next adventure. This is why we pride ourselves on having a team that is available to our customers 24/7 providing advice and support to travelers and operators alike via live chat, email and telephon
• We are a close-knit team that values solution-oriented people who are passionate about what TourRadar does and about making sure our customers gain the full benefit of what we have to offer
• By providing excellent support to all those within our ecosystem, we ensure that TourRadar remains best in class in the multi-day adventure industry
• Drive bookings through expert consultation: Connect with travelers via phone, live chat, and email to guide them from consideration to confirmation - everything is done online
• Own the sales conversation: Move customers down the sales funnel with confidence, answering questions and removing objections for prospects who have found a tour or are exploring options
• Solve problems without waiting for answers: If a customer question doesn't have an obvious answer, you think on your feet, dig into resources, and find the right way forward
• Continuously improve processes and results: Spot inefficiencies or missed opportunities in how we work and bring ideas to the team on how we can do better
• Handle booking cancellations, changes, payment issues, and adjustments with professionalism and care

Benefits

• Flexibility: Plan your working schedule to maximize your productivity and personal time
• Work from home: Enjoy the comforts of a home office and receive a small contribution to cover related costs
• Learning and development: Learn, grow, and thrive with an individual learning budget
• Mental health support: Access free, anonymous mental health care and coaching led by curated professionals
• Regular social events: Share snacks, stories, and experiences with our regular online and onsite team events
• Work-Life-Balance: Unwind with 25 guaranteed paid vacation days and the possibility to work from abroad
• Sustainability: Collaborate with peers to shape our journey towards eco-friendly adventures
• Travel credits: Experience our world-class adventures for yourself with our travel credit system