Customer Support Agent

TourRadar; Toronto; Hybrid; CAD 40,000 - 50,000; Full time

Job summary

A leading adventure booking platform seeks a Customer Support Agent in Toronto to join their team. You'll provide 24/7 support to travelers and operators, assist with bookings via live chat, email, and phone, and handle inquiries professionally. The role requires a passion for customer service, strong multitasking skills, and comfort with technology. The company offers remote working options, travel credits, paid vacation days, and a comprehensive well-being support system, making it a rewarding adventure support position.

Benefits

25 paid vacation days

Access to mental health care platform

Learning & development budget

Qualifications

• Experience with live chat, email, and phone support.
• Comfortable working on a rotating roster.
• Passionate about travel and customer service.

Responsibilities

• Provide 24/7 support to travelers and operators.
• Assist customers through the booking process.
• Handle cancellations, changes, and payment issues.

Skills

Customer service

Sales-driven

Tech-savvy

Multitasking

Resourceful

Open-minded

Tools

Online booking tools

Job description

Make TourRadar your next adventure 🌍

TourRadar has been revolutionizing the travel industry since 2010. Our Adventure Booking Platform offers the world’s largest selection of multi‑day organized adventures worldwide, connecting travelers and travel agents to 2,500+ operators, and offering 50,000+ organized adventures in more than 160 countries.

We are a team of adventurers hailing from more than 50 countries. We are dedicated to fostering an environment where all team members are respected, valued, and where every voice matters. We are united by our vision to enrich the world through organized adventures and we can only do that with great colleagues.

Working at TourRadar isn’t just a job. It’s a true adventure, one where you can change the way people experience the world through travel.

We are currently looking for a travel enthusiast to join our team in Toronto as a Customer Support Agent on a full‑time basis.

What your adventure will look like:

Our Customer Support Team understands how important it is to have peace of mind when you’re planning and undertaking your next adventure. This is why we pride ourselves on having a team that is available to our customers 24/7 providing advice and support to travelers and operators alike via live chat, email and telephone. We are a close‑knit team that values solution‑oriented people who are passionate about what TourRadar does and about making sure our customers gain the full benefit of what we have to offer. By providing excellent support to all those within our ecosystem, we ensure that TourRadar remains best in class in the multi‑day adventure industry.

Your responsibilities:

• All our bookings occur online, so you will be responsible for chatting with travelers via phone, live chat and email
• Supporting and moving customers down the sales funnel who have either found a specific tour on TourRadar.com or are undecided between a number of options
• Answering customer questions and providing information in a professional manner
• Making sure the customers’ questions are answered promptly and accurately. If you can’t find the answers, you will need to think fast and be resourceful to find the right response
• Handling booking cancellations, changes, payment issues, and adjustments

What you'll need to bring to your adventure:

• You love to work with customers and understand their needs
• You are sales‑driven and comfortable guiding customers toward a booking
• You are passionate about providing mind‑blowing customer service and going the extra mile for your customers
• You are tech‑savvy (Experience using Mac, familiar with online booking tools, and can operate with several tools at the same time)
• You have multitasking abilities and are capable of handling high volumes of enquiries
• You are open‑minded, love challenges, are enthusiastic to learn and are interested in travelling
• You don't know the meaning of “I can’t find the answer”
• You are comfortable working on a rotating roster over 7 days of the week
• You are eligible to work in Canada

What you’ll discover on your journey with us:

• Plan your working life with home office and work abroad options
• Experience our organized Adventures first‑hand with our Travel Credit System
• Take a break with a minimum global entitlement of 25 paid vacation days
• Focus on your well‑being and health with access to Oliva, a leading mental health care platform providing anonymous coaching, therapy, and more
• Learn, grow, and thrive with an individual learning & development budget as well as yearly Development and Reflection Talks (DaRT)
• Engage with like‑minded colleagues in a welcoming and open office culture
• Grab a coffee with our leadership team, exchange ideas, and experience the TourRadar values of openness and transparency
• Share stories, snacks, and inspire one another in regular online and on‑site team events to connect our global team
• Sales incentive: While this role includes sales‑related conversations, it’s not a traditional commission‑driven sales job. Phone support plays a key role in helping travelers book with confidence, and your impact is rewarded through a team and individual incentive tied to bookings completed after Customer Support interactions.

As an established scale‑up, we value your fresh ideas, unique perspectives, and motivations to contribute to revolutionizing the multi‑day adventure industry.

Ready to embark on a new adventure with us? Apply today and you’ll be ready to go!