Customer Support Agent (Toronto - Full-time)

Our Customer Support Team understands how important it is to have peace of mind when you’re planning and undertaking your next adventure. This is why we pride ourselves on having a team that is available to our customers 24/7 providing advice and support to travelers and operators alike via live chat, email and telephone. We are a close-knit team that values solution-oriented people who are passionate about what TourRadar does and about making sure our customers gain the full benefit of what we have to offer. By providing excellent support to all those within our ecosystem, we ensure that TourRadar remains best in class in the multi-day adventure industry.

• →Drive bookings through expert consultation: Connect with travelers via phone, live chat, and email to guide them from consideration to confirmation - everything is done online
• →Own the sales conversation: Move customers down the sales funnel with confidence,
  answering questions and removing objections for prospects who have found a tour or are  
  exploring options
• →Solve problems without waiting for answers: If a customer question doesn't have an obvious
  answer, you think on your feet, dig into resources, and find the right way forward
• →Continuously improve processes and results: Spot inefficiencies or missed opportunities in
  how we work and bring ideas to the team on how we can do better
• →Handle booking cancellations, changes, payment issues, and adjustments with
  professionalism and care

• Minimum 2 years of relevant professional experience: Either 2+ years in a travel industry role (tour operator, travel agency, booking platform, or similar) OR 2+ years in a sales-focused role where selling was your primary responsibility
• You know how to turn travel dreams into bookings: You’re passionate about inspiring
  customers, matching them with unforgettable travel experiences, and confidently guiding  
  them from consideration to booking—while consistently delivering against volume targets  
  and quality standards
• You're a problem-solver who takes initiative: You don't wait for instructions; you see what
  needs to be done and do it. You bring ideas to improve process, systems, and results
• You are tech-savvy and adaptable, comfortable navigating multiple tools simultaneously,
  and using AI effectively to improve efficiency while maintaining high-quality standards.
• You are comfortable working on a rotating roster over 7 days of the week
• You are eligible to work in Canada

• Plan your working life with home office and work abroad options
• Experience our organized Adventures first-hand with our Travel Credit System
• Take a break with a minimum global entitlement of 25 paid vacation days 
• Focus on your well-being and health with access to Oli, a leading mental health care platform providing  anonymous coaching, therapy, and more
• Learn, grow, and thrive with an individual learning & development budget as well as yearly Development and Reflection Talks (DaRT)
• Engage with like-minded colleagues in a welcoming and open office culture
• Grab a coffee with our leadership team, exchange ideas, and experience the TourRadar values of openness and transparency  
• Share stories, snacks, and inspire one another in regular online and on-site team events to connect our global team
• Sales incentive: While this role includes sales-related conversations, it’s not a traditional commission-driven sales job. Phone support plays a key role in helping travelers book with confidence, and your impact is rewarded through a team and individual incentive tied to bookings completed after Customer Support interactions.
  
  

As an established scale-up, we value your fresh ideas, unique perspectives, and motivations to contribute to revolutionizing the multi-day adventure industry.