Descripción de la oferta
ABOUT CONTEXT TRAVELContext Travel is a global day tour operator that connects intellectually curious travelers with local subject matter experts in over 60 destinations around the world. Our guests often tell us that we are the best part of their trip, and we take great pride in creating unforgettable moments that are treasured for a lifetime.Context is a B-Corp and a long‐standing company founded in 2003. We have been backed by growth equity since 2017.ROLESenior Delivery Associate, Client Experience, Asia‐PacificLOCATIONRemote roleSCHEDULEMonday‐Tuesday, 7:30 am‐4:30 pm ET, Wednesday‐Friday 3 pm‐midnight ET (Wed‐Fri hours required in order to crossover with APAC Regional Director working Japan.)SALARYCommensurate with experienceContext Travel is a remote team and has a preference to hire in the following states: CO, CT, DE, DC, FL, IL, ME, MA, NJ, NY, NC, PA. While we are open to hiring outside of these states, you must be located near a major metropolitan area. Please note your location and your closest international airport in your application.JOB DESCRIPTIONContext's Delivery team ensures the seamless execution of exceptional cultural experiences for all stakeholders—clients, travel advisors, guides, vendors, venues, and partners. We create highly personalized experiences while maintaining smooth and efficient operations.We are seeking a Senior Delivery Associate, Client Experience for our Asia‐Pacific region, to support client, advisor, and expert communications as well as operational workflows for our high‐quality tours in Japan, Seoul, Singapore, and Sydney. In this role, you will attend to the full client journey: from pre‐booking trip planning and experience selection to post‐booking adjustments, on‐the‐ground support, and ensuring post‐trip feedback is collected and acted upon.The role reports into the APAC Delivery Director, and works closely with the APAC Operations Manager.ROLE AND RESPONSIBILITIESRegional sales management and customer supportBalance and action inbox workload to ensure personal, timely and accurate response to all regional client and advisor enquiries across all communication channelsNurture strong relationships with both first‐time and returning clients and advisors by email and phoneMaintain full ownership of the journey of identified VIP, Biz Critical, and high value clientsProvide expert guidance to clients and advisors on our brand, product portfolio, and the destinations we serveWork with clients and travel advisors to build itinerary proposals, modify, and manage orders efficientlyClient value maximization: Identify opportunities to upsell and cross‐sell thoughtfully, maintaining warmth and discretionManage 1:1 guide communications related to scheduled tours and daily operational needsEnsure accurate and timely transfer of essential client information to fulfillment teams, guides, partners, and on‐the‐ground guidesOperational support and collaborationProvide regular, ongoing support for regional operations, such asQA upcoming toursAction client operations tasksReview orders and assign guidesAnnual tour product maintenancePartner with regional staff and global contractors to ensure accurate and seamless delivery of toursDevelop a thorough understanding of end‐to‐end operations, tour products and expert community to offer clients clear information, personalized suggestions, and actionable guidance, and participate in regional operations workflowProactively identify and elevate client pain points, collaborating across teams to continuously improve processes and serviceAdditional responsibilities:Mentor and train seasonal contractors and Delivery colleaguesActively contribute to weekly Delivery team and cross‐regional meetingsParticipate in region agnostic initiativesWHAT YOU'LL BRINGNative‐level English written and spoken (required), with strong professional judgement in sensitive client and expert‐facing communicationsDeep familiarity with and passion for Japan (required), including 3+ years lived or directly relevant professional experience, with a knack for inspiring others to visit.Comfort collaborating across global time zones with 2‐3 days a week crossing‐over with JST in order to work closely with the APAC Regional Director (required)Japanese language ability (preferred)Demonstrated autonomous ownership: can triage, decide, and close loops without heavy supervision. Sincere enthusiasm for connecting with clients both via email and over the phoneAn eagerness to close the sale and celebrate the winResilience and composure—you handle unhappy clients with empathy and a thick skinCultural sensitivity—you have experience and/or interest in working with colleagues and people from around the globeVersatility in managing a wide range of tasks and responsibilities in a fast‐paced environmentClose attention to detail and strong working memoryComfortable self‐serving on information and not afraid to ask questions for clarificationA curious, learning‐driven mindset—you'd happily be one of our clients yourself3‐5 years work experience in a related role. Travel or hospitality industry experience is a plusIN EXCHANGE, WE ARE THRILLED TO OFFER:A supportive, mission‐oriented work environment with colleagues who careUnlimited access to digital lectures and, audio guides, and in‐person small group toursAnnual enrichment stipend to pursue personal and professional interestsTech stipendFlexible PTO (with no caps, encouraged minimums, and parental leave)A remote‐first work policy — we have colleagues based in all four corners of the worldAn annual company retreat to connect and celebrate with colleagues in person. (Past locations include New York City, Philadelphia, Lisbon, Barcelona, Mexico City, and Berlin. In 2024 we took the whole company to our birthplace, Rome, to celebrate our 20th anniversary.)Context Travel is an equal‐opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let us know. #J-18808-Ljbffr
