Community & Customer Experience Manager

Adventure Horizons; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Adventure Horizons is hiring a Community & Customer Experience Manager to be the voice of the experiences platform. You will ensure outstanding support for travellers and operators while fostering an engaged community.

The role blends customer success, community management, and storytelling to create meaningful connections between our brand, travellers, and partners, shaping loyalty and actionable feedback.

Qualifications

• 3+ years of experience in customer success, community management, or related roles.
• Passion for travel, storytelling, and building meaningful experiences.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Ability to work cross-functionally and manage multiple initiatives in a fast-paced environment.
• Creative mindset with the ability to design initiatives that foster community and engagement.

Responsibilities

• Customer Support & Engagement: manage channels and ensure timely, helpful responses.
• Community Building: develop and nurture an online community of travellers and operators.
• Feedback & Insights: collect and report feedback to inform product improvements.
• Engagement Campaigns: organize campaigns to collect reviews and travel stories.

Skills

Customer success

Community management

Travel storytelling

Job description

About the Role

We are seeking a passionate and people-focused Community & Customer Experience Manager to be the voice of Adventure Horizons Experiences. In this role, you’ll ensure travellers and operators receive outstanding support while fostering an engaged and vibrant community around our platform. Your work will help build loyalty, collect actionable feedback, and enhance the overall customer journey.

This position combines customer success, community management, and storytelling to create meaningful connections between our brand, travellers, and partners.

Key Responsibilities

• Customer Support & Engagement
  • Manage customer support channels, including email, chat, and FAQs, ensuring timely and helpful responses.
  • Resolve issues and provide guidance to ensure a seamless booking and travel experience.
    
• Community Building
  • Develop and nurture an online community of travellers and operators.
  • Encourage engagement through social media, forums, and other digital platforms.
    
• Feedback & Insights
  • Collect, analyze, and report customer and partner feedback to inform product improvements.
  • Work closely with product, operations, and marketing teams to ensure feedback drives actionable changes.
    
• Engagement Campaigns
  • Organize campaigns to collect reviews, testimonials, and travel stories.
  • Create initiatives that increase user engagement, satisfaction, and loyalty.

Qualifications & Skills

• 3+ years of experience in customer success, community management, or related roles.
• Passion for travel, storytelling, and building meaningful experiences.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Ability to work cross-functionally and manage multiple initiatives in a fast-paced environment.
• Creative mindset with the ability to design initiatives that foster community and engagement.

Why Join Us?

At Adventure Horizons, community and customer experience are central to delivering unforgettable travel experiences. As Community & Customer Experience Manager, you will shape how travellers and operators interact with our platform, build strong relationships, and create a loyal, engaged community that shares in the spirit of adventure across Africa and beyond.