Senior Customer Advocate (Sales Support)
New
B
BoldrAdventure travel
Workable workplace: remote; Workable locations: Thunder Bay, Ontario, Canada. North Bay, Ontario, Canada. Ottawa, Ontario, Canada. Ontario, Canada. Milton, Ontario, Canada. Barrie, Ontario, CanadaFull-TimeSenior
SalaryCAD 3,200.00-4,000.00 + Commissions
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Job Details
- Experience
- 2–3+ years of customer service or customer support experience
- Required Skills
- Microsoft OfficeProblem SolvingCustomer serviceHubSpotGoogle WorkspaceCRMCustomer support
Requirements
- Have 2–3+ years of customer service or customer support experience in hospitality, travel, adventure tourism, or another service-driven environment.
- Bring experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands; small-group travel exposure is preferred.
- Have experience supporting or handling small-group travel and understand its logistics, guest needs, and expectations.
- Have previous experience in a sales-related or conversion-focused support role.
- Show a track record of achieving sales KPIs, conversion metrics, or booking targets.
- Demonstrate excellent written and verbal communication and adapt tone and style to different customers.
- Be able to multitask, pay close attention to detail, and solve problems within established processes.
- Be comfortable handling unexpected tasks and changing priorities.
- Have basic knowledge of Google Workspace or MS Office.
- Bring remote-work experience and familiarity with chat platforms, call systems, or CRMs; HubSpot or Intercom experience is a plus.
- Be organized, adaptable, customer-focused, and comfortable working independently in a fast-paced environment.
Responsibilities
- Serve as the first point of contact for adventure queries by phone, live chat, social media, and email.
- Convert customer inquiries into bookings and answer pre-departure questions.
- Handle pre-booking and post-booking questions accurately and empathetically.
- Coordinate with local hosts around the world to manage existing bookings and maintain a clear, positive booking experience.
- Ensure inquiries receive a response within 24 hours and are handled within established SLAs.
- Resolve barriers to booking and issues with the platform.
- Compose accurate replies to customer and host questions.
- Monitor multiple tasks and issues, documenting, prioritizing, and escalating problems as needed.
- Share customer insights with the team and maintain current product and service knowledge.
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