Customer Experience Associate

Join Us as Our Customer Experience Hero

Job Title: Customer Experience Associate

Location: Usaquén, Bogotá, Cundinamarca, Colombia.

Schedule: Monday - Friday, 9 AM - 6 PM (4 days in office, Tuesdays work from home)

Who We Are

TourHero is a social travel platform revolutionising how people explore the world together. We connect adventure-seekers with unique, curated trips designed to bring communities together and create unforgettable experiences.

Our Community:

️ TourHeroes – Passionate travellers who craft and lead experiences.

️ Travellers – Adventurers ready to join curated trips and make new connections.

️ Operators – Local partners offering authentic, immersive activities.

We are an early-stage startup, backed by Sequoia Capital & Lightspeed—the same investors behind Google, WhatsApp, Airbnb, Nvidia, and TikTok. As we scale, we’re building a driven, high-impact team to bring our vision to life.

We’re looking for someone with an entrepreneurial mindset, ready to take on challenges, think outside the box, and make a real impact. If you thrive in a fast-paced environment and love pushing boundaries, this could be the perfect opportunity for you!

Our Founders:

Tushar Khandelwal

Jann Wong

Viren Shetty

The Role

As a Customer Experience Associate, you will help customers plan and enjoy their group travel experiences. Your role is to ensure smooth trips from booking to return by managing trip details, assisting customers, and coordinating with local operators. You will also handle customer requests, resolve issues, and collaborate with internal teams to provide excellent service.

What You’ll Be Doing

• Plan and coordinate trips, providing support from booking to post-trip.

• Communicate with customers and local operators via phone, email, and chat apps like WhatsApp.

• Solve problems and resolve any issues before the tour to ensure a great experience.

• Assist customers with changes and special requests.

• Handle customer feedback and complaints professionally.

• Work with different teams to improve customer experience.

• Manage tasks related to customer service and operations.
  

Requirements

• 2 to 5 years of experience in customer service or a client-facing role (travel industry experience preferred).

• Strong English skills (written and spoken).

• Detail-oriented with a proactive and customer-focused attitude.

• Problem-solving skills and ability to manage tasks efficiently.

• Customer-first mindset with empathy and strong communication skills.

• Ability to think critically and find solutions to challenges.

• Experience with data management (analyzing data, organizing information, and using financial data for decisions).

Our Benefits:

40 Days of Annual Leave – Includes bank holidays, giving you the flexibility to use them when it suits you.

Work From Anywhere – 15 days per year to set up your office anywhere in the world.

Health Coverage – SafetyWing health insurance with global coverage across 180 countries.

Equity – Stock options after your probation period, making you a stakeholder in our journey.

Tech Budget – $200 USD for any additional equipment you need.

If you’re goal-oriented, entrepreneurial, and ready to dive into a fast-paced role, we’d love to meet you!

Apply today and help us create unforgettable travel experiences!