Guest Experience Manager

What we're looking for

• Experience: You’ve spent at least 2 years in a B2C digital customer service role at an early-stage or fast-growing startup.
• World Traveler: You’ve traveled solo, navigate new places and languages with ease, and make friends wherever you go. Unexpected challenges? You handle them like a pro.
• Lifelong Learner: You're constantly signing up for immersive experiences and driven by creating exceptional moments for others.
• Customer Advocate: You intuitively understand the hesitations around booking big trips online and know how to guide, motivate, and reassure people through the decision-making process.
• Clear Communicator: You have the ability to convey complex information simply and accurately, while adapting tone to diverse guest needs. You write persuasively and with precision.
• Tech-Savvy: A digital native, you leverage technology to work smarter, engage online, and solve problems efficiently.
• Problem Solver: You anticipate issues before they arise and can confidently tackle unexpected challenges with resourcefulness.
• Detail-Oriented: Ultra-organized with a strong operational mindset. You create systems to streamline tasks and never miss a detail—balancing quality and speed effortlessly.
• Cultural Knowledge: You’re familiar with global arts, design, crafts, and cultural trends.
• Work Ethic: Self-starter, hardworking, and impact-driven. No complainers here—we want someone ready to step up and make things happen.
• Flexibility: With customer inquiries driving our 7-day-a-week business, you're willing to cover as needed and committed to timely responses.

What you'll do

• Facilitate life-changing travel and creative experiences across the globe.
• Leverage your sales skills to convert inquiries into bookings, providing personalized guidance and follow-ups throughout the decision-making process.
• Manage communications with multiple customers at various stages—from initial inquiry to post-experience—using smart tools to ensure timely, accurate responses without missing any details.
• Coordinate booking-related communication with artists across time zones, ensuring seamless collaboration.
• Process, confirm, and manage all customer bookings, payments, refunds, rescheduling, cancellations, promo codes, and gift cards with precision through our backend systems.
• Identify upsell opportunities to maximize customer value.
• Prepare customers with essential pre-travel information and resolve any individual issues that arise.
• Collect and organize post-experience feedback, photos, and reviews to foster repeat customers and referrals.
• Surpass customer expectations, consistently delivering an extraordinary experience.
• Build lasting relationships within the VAWAA community, creating loyal, long-term customers.
• Collaborate with the Marketing Manager to showcase customer stories and highlight positive experiences.
• Monitor key metrics, providing feedback and actionable insights to improve customer experience and operational efficiency.
• Optimize the booking flow to minimize friction and scale operations while maintaining human and personalized touches.
• Work efficiently with daily tools such as Slack, Streak, Customer.io, Notion, Google Documents, Trello, and Mailchimp.

What you can expect

• Mission-Driven: We are leading the way in crafting the best creative experiences. Growth will be thoughtful but urgent.
• Core Team Impact: You’ll be part of the core team shaping VAWAA’s future and direction.
• Curiosity & Creativity: Our culture values curiosity, creative thinking, and constant learning—fostering an environment of excellence.
• Ownership & Accountability: We lead with optimism, tenacity, and courage—taking ownership at every level.
• Perks & Benefits: Health and dental benefits, a complimentary VAWAA experience each year, and company swag.
• Global Community: Be part of a creative, global community of artists, makers, and diverse thinkers.
• Compensation: $55K–$65K based on experience, plus stock options. For experienced candidates, we can discuss additional equity compensation.

Tip: Cover Letters that include a link to a short 5 min video explaining why you are the best person for this role will be given preference.