Front Line Client Experience Representative | February 2027 Start Date (CANADA)

Role overview Help travelers, travel advisors, and other clients resolve questions and problems related to tours, bookings, and travel arrangements. The work combines live customer support with investigation and follow-through, including time-sensitive changes and unexpected issues; AI-enabled tools support routine tasks while service remains personal and empathetic.

Responsibilities - Respond to customers through live chat, phone, and email about tours, destinations, bookings, modifications, and related requests. - Investigate inquiries, identify practical solutions, and stay accountable until they are resolved. - Handle urgent or difficult situations with patience and sound judgment, escalating issues when appropriate. - Learn the service offerings, booking procedures, and internal systems well enough to give accurate guidance. - Manage several conversations at once while maintaining responsiveness and attention to detail. - Use AI tools and collaborate with teammates and other departments to resolve cases and suggest service improvements.

Requirements - Strong written and spoken English communication skills. - A customer-focused approach, including careful listening and the ability to make people feel heard and supported. - Good judgment, resourcefulness, and follow-through when the answer is not immediately clear. - Warm, professional communication, including in challenging conversations. - Ability to prioritize competing requests, stay organized, and maintain accuracy in a fast-paced setting. - Adaptability with new technology and processes, and the ability to work independently as well as with a remote team.

Nice to have - Experience in customer service, hospitality, travel, or another customer-facing role.

Benefits and work setup - Full-time remote work, 40 hours weekly with a one-hour meal break; applicants must be based in Canada and remain based in one province or territory. - Must be available for one listed Eastern Time schedule: Sunday–Thursday or Tuesday–Saturday, with shifts of 8 a.m.–5 p.m., 11 a.m.–8 p.m., or 5 p.m.–2 a.m. - Annual bonus of up to CAD 4,000, subject to company targets and eligibility; 15 days of leave, increasing to 20 after two years. - Annual budgets of CAD 700 for working from home and CAD 350 for training, plus CAD 1,000 in tour credits and employee discounts on tours and activities.