Pack Up + Go Traveler Support Specialist (Daytime) Remote · Full time

The 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. The role is full-time, but has non-traditional hours, which are further explained below! 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 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. The role is full-time, but has non-traditional hours, which are further explained below!  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 + manage 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 the below work hours. It should be expected that there will be early morning calls + emails and late-night issues as travelers depart early in the morning and return often on late flights home! In between customer needs, the TSS will focus on projects delegated to them.



Hours

This role is full-time and salaried, but with non-traditional hours. This position is remote and the hours are Wednesday - Saturday, 2PM-12AM ET.


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 computer and phone with a data plan.


Vacation Policy

We have a flexible vacation + personal day policy. We ask that all members of the team respect peak business times and are mindful of giving advance notice for time off so that the Traveler Support Team can cover their responsibilities.


Benefits + Compensation

  • This role pays $60,000 annually;
  • $500 stipend for at-home office setup;
  • Apple Macbook Air computer for the duration of your role;
  • Apple iPhone + cellular data plan for work calls;
  • $500 stipend for at-home office setup;
  • Immediate retirement match of 3% of your salary through a Simple IRA;
  • Health, dental, and vision insurance contribution;
  • 12 weeks of paid parental leave, available after 12 months of employment.


Salary

$60,000 - $60,000 per year