Join Us as Our Customer Experience Hero
Job title: Customer Experience Associate
Location: Bogotá, Colombia (We Work Calle 100)
Working schedule: 9 am – 6 pm, Monday to Friday. 4 days in the office, with Tuesdays work from home.
Tour Hero is a social travel platform revolutionizing how people explore the world together. We’re building an online marketplace that connects adventure-seekers with unique, curated trips designed to foster new friendships.
Our Community:
️ Tour Heroes: Passionate travelers who craft and lead experiences
️ Travelers: Adventurers ready to join curated trips and make new connections
️ Operators: Local partners offering authentic, immersive activities
Backed by two of the most iconic names in venture capital, we’re growing fast and need new team members to help us execute our grand vision. At Tour Hero, we value creative thinkers who are ready to dive in, solve challenges, and bring fresh ideas to the table. If you’re passionate about building unforgettable experiences for travelers, this could be the role for you!
The Role:
As a Customer Experience Associate, you’ll be the go-to person for ensuring our travelers have seamless, enjoyable journeys. You’ll start by mastering the basics, responding to customer queries and supporting administrative tasks. As you gain experience, you’ll take on more responsibility, managing live trips and helping travelers navigate their adventures. Customer experience is at the heart of everything we do, and in this role, you’ll play a key part in creating unforgettable memories for our travelers while growing alongside a passionate, driven team.
Responsibilities:

• Provide top-notch customer support, handling inquiries through our platform, email, Whats App, and phone.
  
• Assist customers with booking changes, cancellations, and resolving platform-related issues.
  
• Communicate feedback from customers to cross-functional teams, including engineering and content.
  
• Help manage the logistics for live trips, ensuring smooth operations.
  
• Learn and adapt to our evolving processes, contributing to the continuous improvement of our customer experience.
  
  

Requirements:

• 1-3 years of customer service or customer-facing experience.
• Fluent in English, with strong written and verbal communication skills.
• A patient, friendly, and professional demeanor.
• Strong organizational skills and the ability to think creatively when solving problems.
• Familiarity with the travel or hospitality industry is a plus, but not required.
• Experience with tools like Front, Slack, Whats App, Cloud Talk, and Airtable is an advantage.
• Comfortable working in a fast-paced, startup environment.

Benefits:
Equity: Stock options for all employees
Health Insurance: Medical and travel insurance
️ Holiday: 22 days PTO
Remote Flexibility: 5 days of work from anywhere every 6 months


Equipment: Mac, monitor, and a $200 tech budget for additional equipment.

Ready to Create Unforgettable Journeys? Let’s Build Together!