Senior Coordinator, Digital

Road Scholar is the nonprofit world leader in educational travel for older adults. Our mission is to inspire adults to learn, discover, and travel. With thousands of programs across the globe—including in-person, online, and on the water—we believe curiosity is the key to a well-lived life.

At Road Scholar, we are committed to fostering a culture of inclusivity and belonging. We believe that by valuing a wide range of perspectives and experiences, we create a stronger, more innovative organization that reflects the communities we serve.

In addition, we are dedicated to being an environmentally sustainable organization. From the way we design our programs to how we operate as a team, we are striving to reduce our environmental impact and create a positive legacy for future generations.

Road Scholar offers a remote-first work environment. The compensation range for this non-exempt level hourly position is $22.50.

About the role...

Do you have a passion for educational travel, a solid grasp of world geography, and a gift for crafting clear, thoughtful writing? If so, we want to hear from you!

We’re looking for a motivated, empathetic, and experienced Email Specialist to join our Digital Communications Team; a specialized group within the Participant Services Team at the Road Scholar Contact Center. Our mission is to provide exceptional support to our participants through timely, personalized email communication.

In this role, you'll connect with participants (our term for customers) at every stage of their journey, from answering program questions to helping them select the right destination. You’ll ensure they feel informed, supported, and truly cared for.

As an Email Specialist, you'll use your strong writing skills to create meaningful interactions that reflect our values as a nonprofit organization committed to lifelong learning through travel. You’ll thrive in this role if you're a positive, service-minded communicator who enjoys solving problems and making a genuine difference in people’s lives, one email at a time.

The ideal candidate will possess exemplary written communication skills, ability to multitask in a fast-paced environment, superior customer service skills, creativity, flexibility, and passion for learning about Road Scholar destinations and programs.

In this role, you will provide...

• Represent Road Scholar’s brand through thoughtful, accurate, and efficient email communication, ensuring each participant feels informed, supported, and valued.
• Craft clear, empathetic written responses that align with Road Scholar’s voice, tone, and brand standards.
• Provide high-touch service to promote program enrollments, resolve technical issues, and ensure overall participant satisfaction.
• Proactively offer creative, personalized solutions to complex participant needs, aiming for one-interaction resolution and long-term loyalty.
• Demonstrate empathy, patience, and professionalism in every interaction, fostering trust and building lasting relationships with our participants.
• Maintain ownership of each participant interaction by verifying information, utilizing internal tools and resources, and applying a strong knowledge of Road Scholar’s mission, offerings, and policies
• Utilize CRM systems and email management platforms to track participant interactions, document cases, and ensure timely follow-up.
• Mentor new team members, contributing to their development while continuing to grow your own skills.
• Achieve monthly individual and team performance goals in alignment with company standards and strategic objectives.
• Contribute to a culture of innovation by sharing ideas to improve processes, communication workflows, and the overall participant experience.
• Monitor and uphold email quality and service standards through regular feedback, peer reviews, and self-assessment.
• Identify, monitor, and report on website, social media, and technology-related issues, providing participant insights to help improve the digital experience.
• Attend and actively participate in ongoing training to stay up to date on Road Scholar products, systems, and procedures.
• Handle a high volume of email correspondence daily, prioritizing quality, accuracy, and efficiency.
• Take inbound calls during “all hands-on deck” moments and make outbound calls when necessary to deliver exceptional support.
• Adapt to changing priorities and workloads in a fast-paced, mission-driven environment with a positive, solution-focused attitude.
• Collaborate with cross-functional teams (e.g., Marketing, IT, Program Development) to resolve participant concerns and support broader service initiatives.

We're seeking...

• 2-4 years of experience in a customer service, communications, or email support role
• 2-4 years of prior experience in a call center, travel services, nonprofit, or education-related environment is a plus.
  • Familiarity with or personal passion for educational travel, lifelong learning, or nonprofit missions is highly valuable.
• 2-4 years of proven ability to handle high-volume, high-quality email communications.
  • Experience with CRM systems (e.g., Salesforce, Zendesk) and email/ticketing platforms.
  • Experience resolving customer issues through written communication, with attention to tone, empathy, and brand voice.
• Bachelor's Degree Preferred.
• Ability to type 50–70 words per minute with a high level of accuracy.
• Ability to meet deadlines, to work independently and sometimes collaboratively, handling multiple tasks, while overcoming challenges with time constraints and interruptions.
• Excellent organizational and problem-solving skills, with the ability to retain, organize and access large amounts of information.
• Comfortable working both independently and within a collaborative, team-based environment.
• Positive attitude with high energy, adaptability, and resilience in a constantly evolving work environment.
• Exceptional attention to detail in grammar, spelling, and formatting to ensure professional and brand-consistent email communication.
• Receptive to coaching and performance feedback; ability to adjust tone or approach based on evolving guidelines and team input.
• Strong time management skills with the ability to prioritize tasks in a fast-paced, high-volume email environment.
• Accurate data entry skills for documenting participant interactions, case notes, and follow-up actions in CRM systems.
• Willingness to stay current on evolving travel programs, participant needs, and internal tools/procedures through ongoing learning and training.
• Ability to work independently while exercising sound judgment and decision-making within defined guidelines.
• Proficient in Microsoft® Office, Salesforce, Spekit, Zoom, and other cloud-based platforms; able to quickly learn new systems as needed.
• Must have the ability to work from home with stable internet connection and direct connect via ethernet cable.
• Remote office setting. Will spend an extended period of time sitting and using a computer. May also spend extended time on the telephone or operating other office machines requiring eye-hand coordination and finger dexterity.

For serious consideration, please submit a cover letter with your resume telling us why you're interested in the position.

Why join the Road Scholar Team...

We offer a competitive compensation and benefits package!

• Medical, Dental and Vision Insurance (with a substantial employee subsidy!)
• 403(b) Retirement Plan with a company match of 5% after 1 year of employment!
• Up to 20 days of PTO annually, accrued every payroll cycle
• Enjoy a paid week off, in addition to your PTO, at the end of December to enjoy the holiday season!
• A generous employee discounts on our programs
• Access to obtain a Care.com membership
• As a Road Scholar employee, you can opt-in to receive an IATA membership
• We take professional development seriously which is why we provide LinkedIn Learning access to all employees amongst other professional development opportunities
• That’s right, we’re fully remote!
• To learn more about our benefits offerings, check us out at https://www.roadscholar.org/careers/

Equal Opportunity Employer

Road Scholar supports diversity in our staff, participants, and programs. An Equal Opportunity Employer Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer, we consider applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, pregnancy, illness, marital or veteran status or disability or any other status protected by applicable law.

Cybersecurity

At Road Scholar, we are committed to cybersecurity and to providing a safe experience for job seekers. All official communication regarding employment opportunities will come exclusively via email from the official Road Scholar domain or from our applicant tracking system URL recruiting.ultipro.com. We never conduct interviews through texting applications or instant messaging platforms. If you receive an employment offer or other correspondence from an individual at Road Scholar you have not met, or from a non-Road Scholar email domain, it may be a phishing attempt.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.