Customer Representative (Travel and Tourism)

Boldr; Milton; Remote; CAD 38,000 - 48,000; Full time

Benefits offered by this job

Commissions

Free trips in catalog in first year

Travel voucher

Employee discount

Job summary

Boldr is seeking a Senior Customer Advocate (Sales Support) to serve as the first contact for prospective and existing customers across phone, chat, email, and social channels. You will support growth in new sales while ensuring a smooth booking experience for customers.

You will provide accurate, empathetic, and timely support, converting inquiries into bookings and collaborating with internal teams and partners to maintain high-quality service delivery across the platform.

Qualifications

• 2-3+ years of customer service or support experience in hospitality, travel or related fields.
• Experience in travel, hospitality, or adventure brands with small group travel exposure.
• Sales-focused or conversion-driven support background with KPI targets.
• Excellent written and verbal communication and ability to adapt tone.
• Experience working remotely with chat, CRM and call systems.

Responsibilities

• Be the first point of contact via phone, chat, email, and social channels to drive bookings.
• Convert inquiries into bookings and answer pre-departure questions.
• Handle pre-booking and post-booking queries with empathy and accuracy.
• Collaborate with local hosts to ensure a clear, friendly booking experience.
• Ensure response times meet SLAs and manage multiple tasks simultaneously.
• Document issues, track problems, and escalate as needed.
• Share customer insights to improve user experience and product knowledge.
• Deliver service excellence to maximize satisfaction and feedback scores.

Skills

Customer service

Sales targets

Communication skills

Multitasking

Remote work tools

Tools

HubSpot

Intercom

Google Workspace

MS Office

Job description

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LET'S START WITH OUR VALUES

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

WHAT IS YOUR ROLE

As a Senior Customer Advocate (Sales Support), you will serve as the first point of contact for prospective and existing customers across phone, chat, email, and social channels. You will support the continued growth of new sales while ensuring a smooth and positive booking experience for customers.

You will provide accurate, empathetic, and timely support while converting customer inquiries into successful bookings or sales. Working closely with internal teams and external partners, you will help ensure high-quality service delivery and consistently strong customer experiences across the platform.

This role blends customer advocacy, sales execution, and support enablement in a fast-paced, high-volume environment.

WHAT WILL YOU DO

• Be the first point of call for all adventure queries on the phone, live chat, social media and email; enabling our customers to successfully book the hassle-free experiences we’re renowned for.
• Converting a high rate of enquiries into new bookings and answering pre-departure questions from our customers.
• Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism.
• Working in conjunction with our local hosts around the world to manage existing bookings & ensure a consistently clear, friendly and positive booking experience is delivered at all times for our customers.
• Ensuring no customer waits more than 24 hours for a response from our team or our local hosts, and that all inquiries are handled within established SLAs.
• Problem solving customer barriers to booking and issues with the platform.
• Composing thoughtful and accurate replies to customer and host questions.
• Monitoring and controlling numerous tasks and issues simultaneously.
• Perform problem tracking, including documenting, prioritizing, and escalating issues as needed.
• Sharing your customer insights and experiences with the rest of the team to ensure we’re continuously improving our user experience.
• Maintain up-to-date product and service knowledge to support customer needs effectively.
• Deliver service excellence with each interaction, maximizing customer satisfaction and maintaining strong feedback scores.

WHAT WE'LL LIKE ABOUT YOU

• Curious and authentic, just like us! #beboldr
• Passionate about travel and the outdoors, you enjoy connecting others with meaningful experiences
• A strong communicator who builds trust and rapport with customers
• Highly organized, adaptable, and comfortable managing multiple tasks simultaneously
• Empathetic and customer-focused, committed to delivering great experiences
• Self-driven and comfortable working independently in a fast-paced environment

Requirements

• 2-3+ years of customer service or customer support experience in hospitality, travel, adventure tourism, or other service-driven environments (email, phone, chat, or live support)
• Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, preferably with exposure to small group travel
• Experience supporting or handling small group travel, with an understanding of the unique needs, logistics, and guest expectations of these experiences
• Previous experience in a sales-related or conversion-focused support role, ideally in a fast-paced or high-volume environment
• A track record of achieving sales KPIs, conversion metrics, or booking targets
• Excellent written and verbal communication skills, with the ability to adapt tone and style to different customers
• Exceptional multitasking ability and strong attention to detail
• Basic knowledge of cloud-based applications (Google Workspace, MS Office)
• Strong problem-solving skills and the ability to provide solutions within established processes
• Ability to handle unexpected tasks or changing priorities with composure and a positive attitude
• Experience working remotely and using tools such as chat platforms, call systems, or CRMs (HubSpot or Intercom is a plus)

SALARY RANGE

• CAD 38,400.00-48,000.00 + Commissions
• 16 days annual leave + 9 public holidays
• Quarterly performance-based sales bonus
• Experience what we do: everyone goes on a free trip within our catalog their first year
• A £500 annual travel voucher to spend our trip/s
• 30% Employee discount, plus 15% friends and family discount for our trips