About Travelstride.

Travelstride is an ambitious Venture-funded Seed stage company led by industry & startup veterans that is serving a large, long-term growing opportunity. Our investors include JetBlue Technology Ventures, NFX (top VC for marketplaces), New York Angels, Sand Hill Angels, and the founders of Trulia, Get There, Hipmunk, TripIt, and Google Now.

We are the top US marketplace for tours, private tailor-made vacations, & adventure trips. Our platform hosts more than 60,000 travel experiences across every continent from ~1,500 of the world’s best travel companies and local experts. With over 125,000 trusted reviews, Travelstride enables travelers of all types to explore the world with ease and confidence. And we are expanding into becoming the most useful and engaged online community for the top 10% of passionate travelers.

We are a values and mission driven company. While many say it, we live it daily, and encourage you to review our core values on our site at travelstride.com/careers to see if we are a good mutual fit.

Our PURPOSE.
Bring wonder, joy, learning, and connection through better and more frequent travel.

Our MISSION. 
Foster a community connecting travelers with wonderful places, people and experiences.

Our VISION. 
Become the most useful travel community, where people of all types find, share, and book wonderful trips.

Our MANTRA. 
Think big. Start Small. Move fast. First, do it. Then do it right. Then do it better.

Our CORE VALUES. 
Arete, Speed, Grit, Daring, Balance, Growth mindset, Responsibility, Proactive, United, Fun, Resourceful, Trustworthy

Your Mission

Maximize the number of tracked bookings made by travelers to contracted Travelstride partners and generate fanatic loyalty and appreciation of the service.

What you will do

You will manage all consumer-facing activities for web users and members including both sales and customer success and service. You are the voice of the traveler in our marketplace (along with our heads of Marketing and Product). You will report to Travelstride’s VP of Partnerships & Sales, working closely with other team members from partnerships, operations and marketing. You will convert Travelstride web users into happy customers by matching them with trips they will love while optimizing revenue to the company. 

As Travelstride’s Reservations Manager, your primary goal is to sell multi-day travel products directly to travelers, while secondarily you will also monitor and respond to all key consumer (traveler) direct engagement channels like Chat, Email, select Social DMs, etc. You will be the primary voice speaking one on one with travelers to fulfill both a sales and customer service role. 

You will master the travel brands and products of our partners and convey the value and benefits of booking through Travelstride and its partners. The ideal candidate will also enjoy laying the foundation for this new team, developing standard operating procedures and managing to target metrics, and proactively suggesting improvements to the process and our core product.

Roles & Responsibilities

Mission: 

Use human interactions and automated communications to augment Travelstride’s technology to maximize revenue by converting visitors, members, and leads into monetized leads and confirmed bookings for partners. Satisfying customers (travelers) with their experience interacting with Travestride, driving repeat purchases, customer referrals, and a high NPS

General Responsibilities: 

• Sell multi-day trips to travelers interested in a wide variety of travel destinations.
• Brand ambassador/expert for partner brands, make sure brand and traveler are a fit.
• Answer phone, chat, and email requests for travel planning to global destinations.
• Manage and categorize leads in an organized, prioritized, consistent manner.
• Help oversee key accounts to ensure travelers and partners are connected and status’ are accurate, up to date, and bookings are reported/captured.

Customer Rapport as Travelstride Brand Ambassador:

• Build rapport with customers, actively listen and understand their travel aspirations.
• "Quarterback" communication to ensure traveler and travel partner are aligned, if/when not, reintroduce customers to a partner brand that is a "Perfect Match". Follow the leads.
• Share expert knowledge in global destinations, reference/convey expertise on destination highlights worldwide, world geography, culture and historical relevance.
• Offer expert guidance on sharing example itineraries, activities, and cultural insights.

Lead & Customer Traveler Profiling:

• Skillfully identify interests, travel styles, and specific preferences of each traveler.
• Ability to assess a customer’s profile, and accurately match them with the ideal supplier.
• Advise travelers on the pros and cons of multi-day supplier travel products most suitable to meet their goals and expectations. (e.g. experience, type of travel, group size, dates, etc).

Segmentation & Distribution of Customer Leads:

• Merchant Model Lead: 
  • Provide insights into the advantages and recommendations of tour products.
  • Deep knowledge of select partner brands, sell/book products on their behalf. 
• Product Lead:
  • Facilitate connections between the customer and paid tour operator partners.
  • Assist customers in booking trips through the paying Travelstride tour operators
• Custom Lead:
  • Identify customers w/ unique travel requests that require tailor-made itinerary.
  • Match customers with supplier partners capable of building custom itineraries.

All About You

• 5+ years of travel oriented sales experience, selling group tours ideally.
• Fluent in English, with excellent verbal and written communication.
• Have cultural familiarity to interact clearly with our target source markets - US, CA, UK, AU 
• Flexible schedule to maximize potential for direct traveler engagement and bookings
• People say you have a "likable" personality; communicate clearly, concisely, and effectively, expert at easily building trust and relationships. 
• Passionately curious and well-traveled, an expert in world geography and history, capable of discussing global destinations; including their cultural nuances, unique customs, interesting facts, highlights, and landmarks.
• Experienced with Google Workspace (Gmail, GDocs, GSheets,GSlides), 
• Experienced using a CRM (e.g. Hubspot, Salesforce, or the like), is preferred.
• Intrinsically motivated, valuing team and personal growth; Awesome team player.
• Extremely detail-oriented and well organized - follow through, thorough and on time.

All your information will be kept confidential according to EEO guidelines.