Advisor Experience Associate

　　ABOUT CONTEXT

　　Context has redefined the travel industry by bringing authentic experiences to life both online and in-person in over 60 cities around the world. Context Travel – our in-person offering – provides half and full day walking tours (private or small group shared experiences) that dive deep into a city’s rich history and culture. Context Learning – our online offering – provides live and on-demand seminars, courses, and virtual tours.  We are the first to make it possible to learn through travel before, during and after a trip — creating those unforgettable moments that our guests treasure for a lifetime.

　　Context is a long-standing tour company and B Corp, backed by growth equity since 2017.

　　ROLE: Advisor Experience Associate

　　LOCATION: US Remote 

　　Context 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 DESCRIPTION

　　The Advisor Experience Associate (AXA) for our travel business focuses on ensuring a high quality experience for all of our travel advisor partners when in communication and contact with the company. As an AXA, you are there to deliver a positive interaction for the travel advisor, their clients, and the Context team, be it with a single interaction or a multi-step interaction while planning a large, multi-day travel itinerary. As the primary point of contact and the representative of the company, the role requires a high level of customer service skills, communication skills, and the ability to work well with a variety of individuals.

　　ROLE AND RESPONSIBILITIES

　　Assist Advisor Experience Manager and team as the liaisons between Context and Travel Advisors in the "on the ground" travel business with service tasks including but not limited to: 

　　AX (advisor client services) support to all travel advisors via email, online chat feature and phone service, travel advisor email maintenance, travel order maintenance, itinerary planning support, travel advisor facing collateral creation and share out, occasional support to the fulfillment team when handling ticketing and reservations

　　Administrative tasks, such as: workflow processes and documentation maintenance and support for CX SOPs (source of proof) in the Knowledge Hub, general file and documentation maintenance, training assistance when new staff is onboarded 

　　Support and cover workflow of team members when they are out of office

　　Live Tour Business Support

　　Manage travel advisor relationships to Context standards

　　Assist with all incoming travel advisor client inquiries through email

　　Preferred regional knowledge: Northern Europe & Germany - specifically London, Paris, Amsterdam, and Berlin, and Central Europe - specifically Prague, Budapest, and Vienna

　　Conduct itinerary planning sessions with travel advisors via phone call and Zoom

　　Reach out to travel advisor with website bookings when necessary

　　Direct travel advisor towards website booking when applicable

　　Assist travel advisor clients with direct bookings and itinerary building in HubSpot

　　Handle all associated service tasks in the booking platform for tour orders

　　Ensure order notes, guide notes, and tasks are all up to date with travel advisor requests/info

　　Work with the travel portfolio and fulfillment teams to finalize itineraries 

　　Handle payments, invoices, refunding/crediting and process proper documentation to travel advisor

　　Ability to handle on the ground / emergency situations with confidence and a calm nature to problem solve on the go

　　WHAT YOU’LL BRING

　　A passion for traveling and learning about world culture, history, and art

　　Work experience in the cultural sector or travel industry preferred

　　Strong phone, writing, and relationship building skills 

　　Digital native or strong digital proficiency - preference for applicants with experience in Front, Slack, HubSpot and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)

　　Ability to work efficiently in a fast-paced, international, tech-reliant environment, independently and as part of a distributed team

　　Schedule: Tuesday-Saturday 10am-6pm ET

　　Day-to-day, you'll need to be able to:

　　Work in a fast-paced environment, be ready to make informed suggestions and decisions to tour itineraries and venue requirements

　　Raise your hand for projects and initiatives involving colleagues across time zones, functions, and levels - there are endless learning and growth opportunities

　　Understand our end-to-end process and its impact on the customer experience, expert experience, and internal process scalability 

　　Prioritize weekly work for yourself with a view of the work for the month, knowing that “trade-offs” are part of prioritization and efficiency

　　Care about what motivates PEOPLE: we are a people-centric business connecting customers with our amazing experts and travel experiences across the globe

　　In exchange, we are thrilled to offer:

　　A supportive, mission-oriented work environment with colleagues who care

　　Unlimited access to in-person tours and audio guides

　　An annual learning & wellness stipend to pursue personal and professional interests

　　A competitive salary with 401K (+ match), health, vision, & dental insurance

　　Tech stipend

　　Flexible PTO with no caps, encouraged minimums, and parental leave

　　A remote-first work policy

　　An annual company retreat to connect with international colleagues (past locations include Lisbon, Barcelona, the Poconos [arguably the most memorable], Mexico City and New York City)

　　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.

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