Traveler Care Specialist - Multiple Teams

Company Overview

Established in 2008, Zicasso is the most-reviewed and highest-rated luxury travel company, specializing in immersive custom tours, vacations, and safaris. Our Zicasso travel specialists are the world’s top 2% of boutique tour operators and travel agents, pre-vetted and handpicked to compete in creating itineraries tailored to each of our travelers’ unique preferences. Joining Zicasso, you'll play a key role in bringing our travelers’ dreams to life—pushing the boundaries of what’s possible with luxury travel experiences.

As a member of our team, you’ll be part of a company recognized for its strong brand reputation among discerning travelers. Our authority in the luxury travel industry is consistently affirmed through features in top media outlets, including The New York Times, The Wall Street Journal, BBC, Forbes, CNN, and Condé Nast Traveler, to name a few. See our press coverage here.

We are a fully remote company spanning five continents, and we foster a dynamic, progressive global work environment that values creativity, initiative, and continuous learning. We're seeking passionate, data-driven individuals who thrive in a high-performance environment and are eager to contribute to our innovative company culture, underpinned by a consistent pursuit of excellence, integrity, and teamwork.

Our global team comes together biannually for international retreats and summits. These are typically held for a week at a new location each time, providing opportunities to share ideas, collaborate in person, and strengthen our culture, all while learning firsthand about the destinations we serve. These events embody our commitment to both professional growth and the transformative power of travel.

Join us in shaping the future of luxury travel while working towards our vision—creating a more connected humanity through travel. To learn more, visit https://www.zicasso.com/careers.

The Role

Currently, we are seeking 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 travelers and Zicasso’s global network of travel providers (partners), making both sides delighted with Zicasso’s unique matching service and will be responsible for assessing and processing incoming travel inquiries via email/messaging, phone, and online. You will learn to understand analytics and help ensure that we are maximizing the potential of our leads. You 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 loyalty and repeat bookings of our most valued travelers.

This is an international, fully remote, freelance contractor position, working from home with a 5-day workweek that includes rotating weekend shifts. Initial training (3 to 4 weeks) will take place Monday through Friday. 

This role is open to candidates located outside of the United States, with a strong preference for those based in Argentina, Costa Rica, Brazil, and Colombia.

The work will all be conducted in English.

Key Responsibilities

• Provide exceptional customer service to travelers by taking ownership of their inquiries and becoming a trusted advisor throughout their use of Zicasso services. This includes assessing and solving incoming traveler inquiries via phone, live chat, messages and email.
• Build trusted, long-lasting relationships with discerning luxury clients to strengthen their confidence in Zicasso. This involves assisting and serving clients in a way that meets their needs and exceeds their expectations.
• Ensure a high level of inquiry conversion by demonstrating expertise in consultation, product knowledge, and the benefits of using Zicasso. This includes speaking with travelers via phone calls (and sometimes video), helping them understand how Zicasso works, and providing guidance for their travel needs.
• Participate cross-functionally with the Partnerships, Product, and Marketing teams to integrate best practices and solutions for the client's experience and/or issues that may arise.
• Partner with the Care Team leadership on projects and initiatives to solve problems and create innovative solutions.
• Leverage Zicasso’s data, analytics and technology  to set new standards for customer success, driving innovation and excellence for the luxury travel industry.
• Provide consultation and advice to move general inquiries to destination-specific trip requests.
• Coach and mentor team members as needed.

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

• Minimum 8+ years of experience in the travel industry, with a focus on travel sales or operations of luxury tours or hotels. Examples of relevant experience include tour leader, tour director, hotel front desk, client relations, or guest services
• Passionate about travel, with extensive experience traveling abroad and a strong curiosity about new international destinations.
• Strong customer service-focused skills, with a passion for building strong relationships with travelers. This includes being comfortable with telephone-based work as a key part of the role.
• Excellent fluency in oral and written English.
• A cheerful and confident person who is adaptable to different styles of communication and traveler behaviors.
• Highly motivated and enthusiastic, with a willingness to put in extra effort in a start-up environment to drive company success.
• Comfortable with technology and able to quickly learn and adapt to the use of new software. Thorough knowledge of Google Workspace (formerly G Suite) (e.g. Docs, Sheets, Slides) is preferred.
• Strong organizational skills and attention to detail, striving to achieve quality, error-free work.
• Work flexible hours, including weekends, evenings, and holidays.
• A Bachelor's degree or higher is preferred.
  
  

What We Offer:

• Remote work from your home base and flexible hours that allow you to enjoy a great work-life balance.
• Innovative, fast-paced and collaborative culture that values diverse voices and opinions.
• Learning and development annual stipend.
• Enjoy two company-sponsored business trips each year at international destinations we serve!

If you are a customer service-minded problem solver with a passion for travel and a strong desire to make a difference, we strongly encourage you to apply for this exciting opportunity to join our team and help shape the future of personalized, life-enriching travel experiences at Zicasso!

All applications should be submitted in English.

Our Commitment to Candidates

Zicasso is an Equal Opportunity Employer. Applicable to all locations, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by local law. We provide reasonable accommodations to qualified individuals with disabilities; if you need an accommodation to participate in the application process, please contact [email protected].

At Zicasso, we value a highly personalized recruitment journey. For recruiting purposes, we may use AI tools to review, transcribe, and record application materials and interviews, but this is always under human review and judgment. All final hiring determinations are made exclusively by our hiring teams.