[Hiring] Senior Coordinator, Digital @Road Scholar

Role Description

Do you have a passion for educational travel, a solid grasp of world geography, and a gift for crafting clear, thoughtful writing? If so, we want to hear from you!

We’re looking for a motivated, empathetic, and experienced email specialist to join our Digital (Email) Communications Team; a specialized group within the Participant Services Team at the Road Scholar Contact Center. Our mission is to provide exceptional support to our participants through timely, personalized email communication.

In this role, you'll connect with participants (our term for customers) at every stage of their journey, from answering program questions to helping them select the right destination. You’ll ensure they feel informed, supported, and truly cared for.

As an email specialist, you'll use your strong writing skills to create meaningful interactions that reflect our values as a nonprofit organization committed to lifelong learning through travel. You’ll thrive in this role if you're a positive, service-minded communicator who enjoys solving problems and making a genuine difference in people’s lives, one email at a time.

The ideal candidate will possess:

• Exemplary written communication skills
• Ability to multitask in a fast-paced environment
• Superior customer service skills
• Creativity and flexibility
• Passion for learning about Road Scholar destinations and programs

Road Scholar offers a remote work environment. The compensation rate for this hourly/non-exempt position is $22.50.

For serious consideration, please submit a cover letter with your resume telling us why you're interested in the position.

Qualifications

• Bachelor’s degree preferred and/or comparable work experience
• 2-4 years’ experience in customer service, communications, or email support role; call center, travel services, nonprofit, or education-related environment is a plus
• 2-4 years’ proven ability to handle high-volume, high-quality email communications
• Experience with CRM systems (e.g., Salesforce) and email/ticketing platforms
• Proven experience resolving customer issues through written communication, with attention to tone, empathy, and brand voice
• Ability to type 50–70 words per minute with a high level of accuracy
• Excellent organizational and problem-solving skills
• Comfortable working both independently and within a collaborative, team-based environment
• Positive attitude with high energy, adaptability, and resilience
• Exceptional attention to detail in grammar, spelling, and formatting
• Receptive to coaching and performance feedback
• Strong time management skills
• Accurate data entry skills for documenting participant interactions
• Willingness to stay current on evolving travel programs
• Proficiency in Microsoft® Office, Salesforce, Spekit, Zoom, and other cloud-based platforms
• Must be able to work from home with a reliable high-speed internet connection

Requirements

• Represent Road Scholar’s brand through thoughtful, accurate, and efficient email communication
• Craft clear, empathetic written responses that align with Road Scholar’s voice, tone, and brand standards
• Provide high-touch service to promote program enrollments, resolve technical issues, and ensure overall participant satisfaction
• Proactively offer creative, personalized solutions to complex participant needs
• Demonstrate empathy, patience, and professionalism in every interaction
• Maintain ownership of each participant interaction
• Utilize CRM systems and email management platforms to track participant interactions
• Mentor new team members
• Achieve monthly individual and team performance goals
• Contribute to a culture of innovation by sharing ideas
• Monitor and uphold email quality and service standards
• Identify, monitor, and report on website, social media, and technology-related issues
• Attend and actively participate in ongoing training
• Handle a high volume of email correspondence daily
• Take inbound calls during “all hands-on deck” moments
• Adapt to changing priorities and workloads
• Collaborate with cross-functional teams

Benefits

• Competitive compensation and benefits package
• Medical, Dental and Vision Insurance (with a substantial employee subsidy)
• 403(b) Retirement Plan with a company match of 5% after 1 year of employment
• Up to 20 days of PTO annually, accrued every payroll cycle
• Paid week off at the end of December
• A generous employee discount on our programs
• Option to receive an IATA membership
• Access to LinkedIn Learning and other professional development opportunities
• Fully remote work environment