Digital Guest Experience Manager

March 19

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Vacation With An Artist (VAWAA)

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Vacation With An Artist (VAWAA) is a unique platform that offers mini-apprenticeships with master artists around the world. Travelers can book in-person or online sessions where they can learn various crafts and arts from skilled artisans. This innovative approach provides an opportunity to immerse in local cultures and gain artistic skills, tailored to individual skill levels, making travel a personalized and enriching experience.

Travel • Experiences • Craft • Art • Personal Growth

2 - 10 employees

📚 Education

🏪 Marketplace

📋 Description

• 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.

🎯 Requirements

• You’ve spent at least 2 years in a B2C digital customer service role at an early-stage or fast-growing startup. • You’ve traveled solo, navigate new places and languages with ease, and make friends wherever you go. • You're constantly signing up for immersive experiences and driven by creating exceptional moments for others. • You intuitively understand the hesitations around booking big trips online and know how to guide, motivate, and reassure people through the decision-making process. • You have the ability to convey complex information simply and accurately, while adapting tone to diverse guest needs. • A digital native, you leverage technology to work smarter, engage online, and solve problems efficiently. • You anticipate issues before they arise and can confidently tackle unexpected challenges with resourcefulness. • Ultra-organized with a strong operational mindset. You create systems to streamline tasks and never miss a detail—balancing quality and speed effortlessly. • You’re familiar with global arts, design, crafts, and cultural trends. • Self-starter, hardworking, and impact-driven. • With customer inquiries driving our 7-day-a-week business, you're willing to cover as needed and committed to timely responses.

🏖️ Benefits

• Health and dental benefits • A complimentary VAWAA experience each year • Company swag