What are the responsibilities and job description for the Customer Support Specialist position at Affinity Travel Co.?
About Women Travel Abroad (WTA)
Women Travel Abroad is a boutique travel community, owned by Affinity Travel Co, offering culturally immersive experiences across the globe. Designed specifically for solo women travelers, our mission is to deliver journeys defined by ease, comfort, and style. From seamless planning to white-glove service, we handle every detail so our travelers can explore the world on their own terms, make lifelong friends, and experience authentic luxury without the single supplement.
Role Overview
We are seeking a highly professional, empathetic, and organized Customer Support Specialist to join our team as an hourly contractor. For the right person, this role could grow into General Manager of the entire brand.
As a primary touchpoint for our community, you will ensure our travelers feel fully supported, prepared, and excited from the moment they consider a trip to the day they board their flight. You will handle complex inquiries, re-engage prospective travelers, lead vital pre-trip communications, and serve as a brand ambassador for WTA.
Key Responsibilities
- Proactive Outreach & Retention: Make outbound calls to women who have recently booked or who dropped off during the booking process. You will answer questions, address hesitations, and provide the personalized reassurance needed to finalize their travel plans.
- High-Tier Email Support: Act as the escalation point for complex, high-priority email inquiries. You will provide clear, warm, and accurate answers regarding trip itineraries, logistics, and WTA policies.
- Pre-Trip Communications: Draft, polish, and send comprehensive recap emails following our 90-day and 30-day pre-trip community calls. Ensure travelers have all essential information, including packing lists, visa/vaccine requirements, and final itinerary details.
- Community Education & Marketing (optional): Confidently host and present trip-specific information sessions and webinars on Zoom to engage prospective travelers, answer live Q&As, and support our marketing initiatives.
- Brand Advocacy: Embody the WTA ethos of "Ease, Comfort, and Style" in every interaction, ensuring every traveler feels safe, seen, and 100% prepared for her adventure.
Qualifications & Requirements
- Experience: 3 years in customer success, premium customer support, or inside sales. Experience in the travel, hospitality, or boutique lifestyle industries is highly preferred.
- Exceptional Communicator: Flawless written and verbal communication skills. You must possess a warm, confident phone presence and be highly comfortable speaking on camera during live webinars and Zoom calls.
- High Emotional Intelligence: Ability to navigate traveler concerns and anxieties with empathy, patience, and professionalism.
- Highly Organized: Meticulous attention to detail, especially when drafting trip recaps and managing logistics for multiple destinations at once.
- Tech-Savvy: Proficient in using CRM systems, email platforms, and video conferencing tools (Zoom).
- Mission-Driven: A genuine passion for travel and a strong alignment with WTA’s mission to empower women to explore the world.
What We Offer
- Flexible Work: A fully remote, hourly contractor position.
- Impact: The opportunity to play a vital role in a growing, women-led business that changes lives through travel.
- Community: Work alongside a passionate team and connect with a community of incredible, travel-obsessed women.
- Travel: Opportunity to complete the host assistant training program and go on WTA trips (ground costs are covered by WTA, you’re responsible for international flights only) as a host assistant, with potential for exceptional candidates to grow into lead host role on trips.