Pack Up + Go On-Call Traveler Support Specialist Remote · Part time

The On-Call Traveler Support Specialist (TSS) will maintain the most important aspect of the business–the travelers’ experience! This customer-facing role will manage all communication with our travelers to ensure the highest quality customer experience possible where travelers feel supported and heard. This role will report directly to the Customer Experience (CX) team’s Customer Experience Managers.

Description

Who are we?

Pack Up + Go plans getaways around the United States, but our travelers don’t find out their destination until the day they depart! We’re revolutionizing domestic travel by using the element of surprise to heighten the way American travelers perceive and experience their country.

 

Job Description

The On-Call Traveler Support Specialist (TSS) will maintain the most important aspect of the business–the travelers’ experience! This customer-facing role will manage all communication with our travelers to ensure the highest quality customer experience possible where travelers feel supported and heard. This role will report directly to the Customer Experience (CX) team’s Customer Experience Managers.


Responsibilities for this role include, but are not limited to:

  • Act as the primary point of contact for travelers
  • Manage cancellations + travel changes as needed
  • Assist travelers with flight delays + cancellations
  • Provide concierge service for any challenges, changes or concerns that arise during a trip
  • Lead follow-up communication with travelers after their trip
  • Addressing points of dissatisfaction with travelers directly
  • Providing actionable feedback from travelers to internal teams to help deter similar issues in the future
  • Opening communication for more detailed feedback
  • Keep accurate notes + records in the CRM on all traveler interactions
  • Work closely with all members of the CX team to ensure 24/7 customer support for travelers
  • Oversee CX interns as needed
  • Collaborate cross functionally with other internal departments
  • Work with the Director of CX and CX Managers on projects to enhance issue mitigation strategies, concierge-like on-call service, lead generation, and further scaling of the department.


This is a detail-oriented, external-facing communication role, that will work with travelers, accommodations, and activity providers by email and phone. This role must be fully available by phone and email during any shifts that are picked up. It should be expected that there will be early morning calls + emails and late-night issues as travelers often depart first thing in the morning and return home on the last flight of the day! In between customer needs, the TSS will focus on projects delegated to them.


Hours

This role is fully remote, part-time, and will not typically exceed 30 hours per week. Each week the On-Call TSS has 3 guaranteed hours to use for attending meetings, reviewing new training materials, catching up on email, etc.


Then, the On-Call TSS will have the opportunity to pick up shifts that are either 4, 5, or 10 hours in length. The time and days for the available shifts will vary by week and include weekend shifts on Saturday and Sunday.


Standard shift times are 2PM-12AM ET, 12AM-10AM ET, and 10AM-2PM ET, but half shifts, such as 2PM-7PM ET, 7PM-12AM ET, 12AM-5AM ET, and 5AM-10AM ET, or other hours as needed, may be made available.


Who are we looking for?

Pack Up + Go is looking for a professional and personable communicator who has impeccable attention to detail, works well in high-stress, fast-paced situations, and who loves making an impact with every customer interaction.


We require extensive customer service experience and strongly prefer candidates with previous roles in the hospitality or travel industries. Candidates must have the ability to multitask, stay organized in stressful situations, and adapt quickly to changing priorities and customer needs.


Candidates must also be able to fully commit to the entire shift with unexpected call times (early and late), and treat all travelers as their top priority. We are a small team with an all-hands-on deck attitude.


Please note that Traveler Support Specialists will be provided with a company phone with a data plan.


Benefits + Compensation

  • This role pays $28/hour.
  • Payments will be made via direct deposit twice monthly.


Salary

$28 - $28 per hour