Senior Customer Advocate (Sales Support)
B
BoldrHospitality, Travel, Tourism
Thunder Bay, Ontario, Canada. North Bay, Ontario, Canada. Ottawa, Ontario, Canada. Ontario, Canada. Milton, Ontario, Canada. Barrie, Ontario, CanadaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 2–3+ years
- Required Skills
- MS OfficeHubSpotGoogle Workspace
Requirements
- 2–3+ years of customer service or customer support experience in hospitality, travel, adventure tourism, or other service-driven environments (email, phone, chat, or live support)
- Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands
- Experience with small group travel, including understanding unique needs, logistics, and guest expectations
- Previous experience in a sales-related or conversion-focused support role, ideally in a fast-paced or high-volume environment
- A track record of achieving sales KPIs, conversion metrics, or booking targets
- Excellent written and verbal communication skills, with the ability to adapt tone and style
- Exceptional multitasking ability and strong attention to detail
- Basic knowledge of cloud-based applications (Google Workspace, MS Office)
- Strong problem-solving skills and the ability to provide solutions within established processes
- Ability to handle unexpected tasks or changing priorities with composure and a positive attitude
- Experience working remotely
- Experience using tools such as chat platforms, call systems, or CRMs (HubSpot or Intercom is a plus)
Responsibilities
- Serve as the first point of contact for prospective and existing customers across phone, chat, email, and social channels
- Support the continued growth of new sales while ensuring a smooth and positive booking experience for customers
- Provide accurate, empathetic, and timely support while converting customer inquiries into successful bookings or sales
- Work closely with internal teams and external partners to ensure high-quality service delivery and consistently strong customer experiences
- Be the first point of call for all adventure queries on the phone, live chat, social media and email, enabling customers to successfully book hassle-free experiences
- Convert a high rate of enquiries into new bookings and answer pre-departure questions from customers
- Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism
- Work in conjunction with local hosts around the world to manage existing bookings and ensure a consistently clear, friendly and positive booking experience
- Ensure all inquiries are handled within established SLAs and no customer waits more than 24 hours for a response
- Problem solve customer barriers to booking and issues with the platform
- Compose thoughtful and accurate replies to customer and host questions
- Monitor and control numerous tasks and issues simultaneously
- Perform problem tracking, including documenting, prioritizing, and escalating issues as needed
- Share customer insights and experiences with the team to ensure continuous improvement of the user experience
- Maintain up-to-date product and service knowledge to support customer needs effectively
- Deliver service excellence with each interaction, maximizing customer satisfaction and maintaining strong feedback scores
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