Traveler Care Specialist, Luxury Travel

Client Relations · Remote, International
Department Client Relations
Employment Type Contractor

Company Information


Zicasso is a fast-growing travel tech company that’s revolutionizing the luxury travel industry. With headquarters in Silicon Valley (Mountain View, California) and an office in Denver, Colorado, we are now adding remote talent internationally.


Our customers are discerning travelers who want unique travel experiences and don't have the time to plan their complex international vacations. So we match them with a global network of top travel specialists who compete to customize their trips.


Zicasso’s clients include CEOs, a Pulitzer Prize winning writer, an Olympic cyclist, an Academy Award winner, and generally, people who appreciate exceptional, life-enriching travel experiences. Our travel specialist partners are among the world's best boutique tour companies and travel agencies, each one carefully pre-qualified by us.


We’ve been growing profitably each year and we command a leadership position in the industry. 


For more information on our company, visit www.zicasso.com. 


Job Description


This is an international, fully-remote, freelance contractor position, working from home, at a location outside of the United States. We are particularly seeking candidates who are based in Europe, Australia/New Zealand, or Latin America.


There is flexibility in your work hours but we expect that you will generally maximize your overlap with Denver, Colorado hours (Mountain Standard Time). Thus, if you’re in Europe, we expect that your work hours can overlap until 1 pm Mountain Standard Time (9 pm Central European Time). If you’re in New Zealand or Australia, we expect that your work will start at 8 am New Zealand Time or 7 am Australia Eastern Time


The work will all be conducted in English.


We are looking for a highly motivated, customer service minded Traveler Care Specialist,  who embraces an entrepreneurial spirit and has a passion for international travel


This role will be working at the intersection of our customers and Zicasso’s global network of travel providers (partners), making both sides delighted with Zicasso’s unique matching service. 


This position will be responsible for assessing and processing incoming client travel inquiries via email, phone and online. They will learn to understand analytics and help ensure that we are maximizing the potential of our leads. The Traveler Care Specialist will build trusted relationships with our travelers to understand their travel needs, and ensure these needs are being met and their expectations exceeded. This position plays a key role towards driving customer loyalty and repeat bookings of our most valued travelers.


Candidates seeking a routine 9-to-5 job that coasts along, should not apply. Zicasso fosters an environment of continuous growth and development and rewards creativity, initiative, and out-of-the-box thinking.


Job Responsibilities


  • Speak with travelers via phone calls (and sometimes video), helping them understand how Zicasso works and providing guidance for their travel needs  
  • Assess and solve incoming client travel inquiries via phone, live chat and email. 
  • Take ownership of all inquiries, acting as a single point of contact for that traveler from the initial inquiry and throughout the traveler’s ongoing use of Zicasso services
  • Assist and serve discerning luxury clients in a way that builds trusted, long-lasting relationships with them, and strengthens their confidence in Zicasso.
  • Provide consultation and advice to move general inquiries to destination-specific trip requests
  • Ensure a high level of inquiry conversion through excellence in consultation, product knowledge, the quality of your interactions with travelers, and helping them understand the benefits of using Zicasso
  • Work cross-functionally with our Partnerships, Product and Marketing teams to integrate best practices and solutions for the client’s experience and/or issues that may arise.
  • Work with upper management on projects and initiatives to solve problems and create innovative solutions.
  • Learn to utilize Zicasso’s data, analytics, and technology to create new standards of customer success and excellence for the luxury travel industry.


Please Note: We’re seeking highly-motivated candidates. Those who excel in this role will be given the opportunity to take on increasingly complex projects and initiatives, and grow their role and responsibility within the Traveler Care Team. 


Required Skills and Experience


  • Must have 5+ years of travel industry experience, in travel sales or operations of luxury tours, or as a tour leader or tour director
  • Excellent standard of oral and written English
  • Passionate about travel -- highly desirable if you have traveled abroad extensively and have a strong curiosity about new international destinations
  • Strong customer service focused skills
  • Must enjoy telephone-based work as a key part of the role
  • Comfortable building strong rapport and an ongoing relationship with travelers
  • Adaptable to different styles of communication and traveler behaviors
  • A cheerful and confident person who naturally builds relationships
  • Willingness to work flexible hours, including weekends, evenings and holidays
  • Strong organizational skills
  • Comfortable with technology and readily able to learn and adapt to the use of new software
  • Highly motivated and enthusiastic; ready and willing to put in extra effort in a start-up environment to drive company success
  • Detail-oriented and strives to achieve quality, error-free work
  • Can-do, flexible attitude
  • Thorough knowledge of Google Workspace (formerly G Suite) (e.g. Docs, Sheets, Slides)
  • Bachelor’s degree or higher preferred

Thank You

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  • Location
    Remote, International
  • Department
    Client Relations
  • Employment Type
    Contractor