Customer Support Agent (Toronto - Full-time)

tourradar; Toronto; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Home office options

Travel Credit System

25 paid vacation days

Mental health support

Job summary

TourRadar in Toronto is hiring a Customer Support Agent to join our fast-growing team. You will guide travelers from interest to booking via phone, live chat, and email, owning the sales conversation and ensuring a smooth customer journey.

You’ll handle bookings, cancellations, and questions with a proactive, solution-focused mindset, while continually looking for ways to improve processes and service quality across our platform.

Qualifications

• Minimum 2+ years in a travel industry or sales-focused role.
• You can turn travel plans into bookings and meet volume/quality targets.
• You are a proactive problem-solver who can work across tools.

Responsibilities

• Drive bookings through expert consultation via phone, chat, and email.
• Own the sales conversation and move customers through the funnel.
• Resolve issues quickly by looking up information and using available resources.
• Continuously improve processes and outcomes by identifying inefficiencies.
• Handle booking changes, cancellations, and payments professionally.

Skills

Customer service

Sales experience

Problem solving

Tech-savvy

Multitasking

Rotating shift

Eligible to work in Canada

Tools

CRM systems

Live chat tools

Telephone support

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 Agenton 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:

• Drive bookings through expert consultation: Connect with travelers via phone, live chat, and email to guide them from consideration to confirmation - everything is done online
• Own the sales conversation: Move customers down the sales funnel with confidence,
  answering questions and removing objections for prospects who have found a tour or are
  exploring options
• Solve problems without waiting for answers: If a customer question doesn't have an obvious
  answer, you think on your feet, dig into resources, and find the right way forward
• Continuously improve processes and results: Spot inefficiencies or missed opportunities in
  how we work and bring ideas to the team on how we can do better
• Handle booking cancellations, changes, payment issues, and adjustments with
  professionalism and care

What you'll need to bring to your adventure:

• Minimum 2 years of relevant professional experience: Either 2+ years in a travel industry role (tour operator, travel agency, booking platform, or similar) OR 2+ years in a sales-focused role where selling was your primary responsibility
• You know how to turn travel dreams into bookings: You’re passionate about inspiring
  customers, matching them with unforgettable travel experiences, and confidently guiding
  them from consideration to booking—while consistently delivering against volume targets
  and quality standards
• You're a problem-solver who takes initiative: You don't wait for instructions; you see what
  needs to be done and do it. You bring ideas to improve process, systems, and results
• You are tech-savvy and adaptable, comfortable navigating multiple tools simultaneously,
  and using AI effectively to improve efficiency while maintaining high-quality standards.
• 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 Oli, 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.