[Hiring] Front Line Client Experience Representative @Project Expedition

Role Description

Project Expedition is looking for service-minded, resourceful individuals to join our Front Line Client Experience team and help us continue delivering the exceptional customer service we're known for.

We connect travelers with incredible tours and activities around the world. We believe exceptional customer service is what sets us apart, and we're looking for someone who genuinely enjoys helping people, takes ownership of challenges, and goes the extra mile to create positive customer experiences.

Travel can be exciting, but it can also be unpredictable. Our clients rely on us for timely, thoughtful, and reliable support. We're looking for someone who can navigate these situations with empathy, sound judgment, and a commitment to finding the right solution.

As we continue to embrace AI and automation to streamline routine tasks, our team can dedicate more attention to the interactions that require human care and problem-solving. Our goal is simple: use technology to work smarter while continuing to deliver the personalized service our clients expect.

What You'll Do

• Provide exceptional customer service through live chat, phone, and email.
• Assist clients, travel advisors, and travelers with questions about tours, destinations, bookings, modifications, and travel-related requests.
• Take ownership of customer inquiries by investigating issues, identifying solutions, and following through to resolution.
• Handle time-sensitive or challenging situations with empathy, professionalism, and sound judgment, escalating when appropriate.
• Develop a strong understanding of our products, booking processes, and internal systems to provide accurate and confident support.
• Manage multiple conversations and support requests while maintaining responsiveness, accuracy, and attention to detail.
• Use AI-powered tools and internal resources to improve efficiency while maintaining a thoughtful, personalized customer experience.
• Collaborate with teammates and other departments to resolve issues and proactively identify opportunities to improve our service.

Qualifications

• Genuinely customer-focused.
• Enjoy helping people, listen carefully, and make customers feel heard, valued, and supported.
• Takes ownership and follows through.
• Proactively investigate issues, seek solutions, and know when to involve others to ensure the best outcome for the customer.
• Resourceful and solution-oriented.
• Enjoy researching, thinking critically, and finding answers, even when the solution isn't immediately clear.
• Communicates with warmth and professionalism.
• Navigate difficult conversations with patience, empathy, and clarity.
• Thrives in a fast-paced environment.
• Prioritize competing requests, stay organized, and maintain a high standard of accuracy and service.
• Adaptable and eager to learn.
• Comfortable embracing new technology, including AI tools, and adjusting to evolving processes.
• Works well independently and collaboratively.
• Take responsibility for your work while contributing to a supportive remote team.
• Excellent written and spoken English communication skills.
• Previous experience in customer service, hospitality, travel, or a similar customer-facing role is a plus.

Role Details & Schedule

• This is a full-time, 100% remote position working 40 hours per week, with a one-hour meal break each day.
• Currently hiring for the following schedules (all times are listed in Eastern Time):
  • Sunday–Thursday: 8:00 AM–5:00 PM ET
  • Sunday–Thursday: 11:00 AM–8:00 PM ET
  • Sunday–Thursday: 5:00 PM–2:00 AM ET (overnight)
  • Tuesday–Saturday: 8:00 AM–5:00 PM ET
  • Tuesday–Saturday: 11:00 AM–8:00 PM ET
  • Tuesday–Saturday: 5:00 PM–2:00 AM ET (overnight)
• Candidates must be available to work at least one of the schedules listed above.

Benefits

• Annual company bonus of up to $4,000 CAD, based on company targets and deferred eligibility.
• 15 days of leave, increasing to 20 days after two years.
• Annual work-from-home budget of $700 CAD.
• Annual training budget of $350 CAD.
• Annual Project Expedition tour credits of $1000 CAD.
• Employee discounts on thousands of tours and activities.

Additional Information

• This remote position is only open to candidates based in Canada.
• While fully remote, this position is not suitable for digital nomads. Employees must be based in one province or territory within Canada and will be allocated a set amount of time permitted to work remotely from other destinations.