Customer Support (Tourism Operations)

Job description

About the Company Our client is a leading tour operator specializing in immersive, high-quality travel experiences across 23 European destinations. With over 16 years in the industry, their small but high-performing team thrives in a flexible, fast-paced environment. The company is committed to delivering exceptional guest service and operational excellence through seamless tour experiences. Role Overview As a Customer Support Specialist (Tourism Operations) , you will play a crucial role in ensuring that each travel experience runs smoothly — from confirming bookings and managing ticket purchases to coordinating with suppliers and assisting guests throughout their journey. This role is ideal for someone who thrives in logistics, remains calm under pressure, and values both efficiency and empathetic communication. The position is remote, with occasional travel to our Rome HQ for training, retreats, and destination familiarisation trips (optional). Key Responsibilities ● Coordinate the full fulfilment process for tours — from ticket purchase and supplier assignment to on-tour client assistance. ● Verify and prepare upcoming bookings, guaranteeing that all logistics, timing, and service elements are perfectly aligned. ● Create accurate operational communications, including tour reminders, client updates, and supplier confirmations. ● Communicate with clients via email, phone, and messaging platforms to provide assistance, manage last-minute changes, and resolve on-tour disruptions with calm and professionalism. ● Collaborate cross-functionally with the Operations, Guide Management, and Sales teams to ensure smooth delivery and excellent client experiences. ● Apply problem-solving and prioritisation to high-pressure or time-sensitive situations, balancing multiple demands while maintaining accuracy. ● Stay current with evolving products, procedures, and conditions. Skills & Experience ● 2+ years in travel operations, fulfilment, or ticketing in the travel industry. ● Exceptional organisational skills, with meticulous attention to detail and accuracy. ● Calm under pressure — thrives in dynamic, fast-paced, multi-tasking environments. ● Excellent communication skills in English, both written and spoken; confident in managing client correspondence. ● Strong problem-solving ability, with sound judgment and initiative. ● Proficiency in digital collaboration tools, including Google Workspace, Slack, and Zendesk (or similar). ● Flexible and adaptable, comfortable working variable shifts, including early mornings, evenings, and weekends. ● Collaborative mindset, comfortable working remotely in a multicultural team spread across Europe. ● Commitment to learning, openness to feedback, and a genuine interest in tourism and guest experience. Nice-to-Have ● Additional European languages (Italian, French, German, or Spanish). ● Experience managing ticketing for cultural sites or attractions. ● Degree in Tourism, Hospitality, or related field. Benefits Working equipment provided if needed Medical insurance after 3 months of employment Accountant support for employees based in Ukraine 15 business days of paid vacation annually If you are a meticulous and analytical professional passionate about inventory management and operational efficiency in the travel industry, we want to hear from you.