Customer Service Specialist - US

Customer Service Specialist
Salary: $60,500 annually

Denver, CO (hybrid - 3 days per week in office)

German speaking desirable

Do you love working with customers to create great experiences that lead to lasting loyalty? Do you have a love for adventure, the outdoors and a passion for travel? If you do, we'd love to hear from you!

Supporting our customers throughout their Macs Adventure journey, you will look after them once they have made their booking, answering questions and arranging those important final details. You will then be there to support and solve any issues they have whilst they are travelling with us and closing the feedback loop to ensure they book again.

Reporting to our Customer Service Director, this is a fantastic opportunity to join an ambitious, fast-growing international business and progress your career in travel. This customer-focused role is key to communicating our brand values, delivering memorable trips and creating loyal Macs adventurers!

About Macs Adventure

We’re a scaling adventure tour operator on a mission to be the leading global brand in self-guided, active travel.

Welcoming over 40,000 customers on trips to destinations around the world, we employ over 150 people across the UK, US and Germany who share our purpose to create #macsmoments by leading, advocating & enabling self-guided, active travel as a positive force for people and planet.

In November 2024, we proudly achieved B Corp certification, marking a significant milestone in our journey toward sustainable, values-driven growth.

Our Culture

We’re an ambitious, forward-thinking business with a bold vision for the future, and our culture reflects these ambitions. We’re an action-oriented, fast-paced organization and we like to have fun along the way. We’re looking for people who can grow with Macs and join us on our journey. It’s not the easy route and we’re looking for people who enjoy challenges, love learning, want to make an impact and align with our core values:

• Love the journey: A Macs trip is all about the journey, not the destination. We are all believers in Macs’ unique brand of self-guided, active travel and shout about it. As more travelers convert to the Macs Way, we accept our business will grow and change. We welcome new connections and embrace to new opportunities. Carpe diem!
• Take a different path: We’re not different for different’s sake; but we won’t succeed if we’re just the same as everyone else. We devise creative solutions to problems, find new ways of doing things, and trust colleagues who are doing so too. We are brave and feel empowered to take the initiative. We ask ourselves: is what I’m doing authentically Macs?
• Tread thoughtfully: We are considerate, empathetic and try to put ourselves in our customers’, suppliers’ and each other’s shoes. We support local and find ways of having less negative impact on the planet. We find ways of having a positive impact on people and communities. We are fair, and we do the right thing.
• Go the extra mile: We know that creating a perfect #MacsMoment involves going that bit further. We imagine the best feedback we can get and set out to earn it. We take ownership and accountability – it’s yours, not someone else’s, problem. We step up and help our teammates when they need us.

What you’ll do;
The Customer Service team is obsessed with efficiency, quality and loyalty. We support our customers from all over the world from the moment they confirm their bookings with us. You will be joining a customer-focused, passionate, organized, and resilient group with a hands-on attitude to make things happen together.

• Communicate with customers via phone calls, live chats and emails. Use technology such as a CRM and Zendesk in an efficient manner.
• Answer customer questions on a broad range of trips and destinations and the Macs Adventure App/ My Account. You will make the journey seamless pre, during and post trip.
• Engage with customers and communicate the Macs Adventure brand promise.
• Process customer payments.
• Collect and update contact, travel details, interests and pre-trip information
• Work with our internal operations team to ensure that the customer’s trip is arranged to perfectly meet their needs.
• Support customers with broad range of on-trip challenges from baggage transfers to medical emergencies
• Assist customers in crises or incidents while on trip
• Complete general administrative tasks across our booking platform and communication systems.
• Respond to feedback and close the feedback loop for customers post trip and make sure they keep coming back.
• Collaborate across teams as the voice of the customer in our organization
• Be an active, positive member of the team.
• Contribute and participate in team calls and meetings.
• Support customers with amendments to their bookings and possible cancellations.
• Assist customers who book online.

What you’ll bring;

• It is essential that you have at least 1+ years’ experience of customer-facing roles centered around problem-solving and creating customer delight, ideally (although not essentially) in the travel industry.
• Ability to empathize with and be the voice of the customer.
• Experience of complaint handling
• Outstanding customer service and problem-solving skills.
• An excellent eye for detail and administrative skills.
• Able to multitask, prioritize and establish deadlines to ensure competing objectives are met.
• Interpersonal and team skills which enable you to build great relationships internally and externally.
• Highly confident, competent and articulate individual who can communicate professionally.
• Excellent written and verbal communication skills.
• Experienced and fluent in using IT systems such as email, livechat, phones, booking/company systems and MS office suite.
• Learning orientated.
• Resilient and flexible.
• A hands-on individual willing to go the extra mile for customers, colleagues and the business.

Not essential, it would be a bonus if you;

• Have German language skills.
• Previous experience in the travel industry, a passion for active and adventure travel.

You could belong here;

To deliver adventures for more than 40,000 customers we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

What we’ll offer

As well as your salary;

• WORK WEEK: A 37.5-hour work week (7.5-hour work day)

• PTO + HOLIDAYS: Initially 15 days PTO increasing to 20 days after 6 years’ service, plus 10 paid federal holidays.

• BIRTHDAY BOOSTER: An extra day off on your birthday!

• HEALTH BENEFITS: Up to 80% Employer paid health, dental and vision insurance.

• TRAVEL INSURANCE: Free travel insurance for you and your direct family.

• FAM TRIP: Fully paid “FAM” trip (familiarization trip) to experience one of the adventures we sell for yourself!

• PRE-CHECK: TSA pre-check reimbursement.

• 401(K): Optional enrolment in the company 401(K) plan after 6 months.

• DISCOUNTS: Great discounts on Macs Adventure trips.

• FLEXIBLE WORKING: A flexible work culture - you’ll be able to work from home as well as coming into our hub office in Denver, CO 2-3 days per week to collaborate with colleagues (unless you are already an established fully remote team member).

• GETTING TOGETHER: Regular team meetings and annual Macs Fest.

• CULTURE: You are part of a global team with opportunities to collaborate internationally with other offices and even work in them occasionally.

• L&D: We support your self-guided learning journey to make the most of your strengths.

• IMPACT: The opportunity to make a difference to people’s lives and the planet.

• TRAVEL: Occasional international travel.

• PRO DEALS: Access to outdoor industry discounts.