Delivery Associate, UK, Ireland, Iberia, Americas, Asia-Pacific

ABOUT CONTEXT

Context has redefined the travel industry by bringing authentic experiences to life both online and in-person in over 60 cities around the world. Context Travel – our in-person offering – provides half and full day walking tours (private or small group shared experiences) that dive deep into a city’s rich history and culture. Context Learning – our online offering – provides live and on-demand seminars, courses, and virtual tours.  We are the first to make it possible to learn through travel before, during and after a trip — creating those unforgettable moments that our guests treasure for a lifetime.

Context is a long-standing tour company and B Corp, backed by growth equity since 2017.

ROLE: Delivery Associate, UK, Ireland, Iberia, Americas, Asia-Pacific

LOCATION: US Remote

Context Travel is a remote team and has a preference to hire in the following states: CO, CT, DE, DC, FL, IL, ME, MA, NJ, NY, NC, PA. While we are open to hiring outside of these states, you must be located near a major metropolitan area. Please note your location and your closest international airport in your application.

JOB DESCRIPTION

The Context Delivery team is responsible for the end to end success of all Context experiences for all stakeholders— clients, advisors, experts, vendors, and partners— organizing the highest quality personalized cultural experiences while maintaining efficient operations. The Delivery Associate, UK, Ireland, Iberia, Americas, Asia-Pacific for Context is a key member of the UK, Ireland, Iberia, Americas, Asia-Pacific Delivery team and supports regional client and advisor communications and operational workflow for a high-quality tour product.  As Delivery Associate, UK, Ireland, Iberia, Americas, Asia-Pacific,  your primary focus is supporting the regional client journey, from advising on pre-booking trip planning and experience selection to facilitating post-booking adjustments, supporting on-the-ground issues, and ensuring post-trip feedback is shared broadly and actioned against. You will also contribute to our portfolio, expert community, and fulfillment operational initiatives, supporting the relevant regional functional leads with various aspects of the timely and successful delivery of the region’s experiences. In this role, you will report to the UK, Ireland, Iberia, Americas, Asia-Pacific Delivery Director, and work closely with the regional Client lead, the Global Client Support Associate, the on-the-ground team, and other regional Delivery Associates. You will also collaborate with the entire regional team to support all aspects of the timely and successful delivery of the region’s experiences.

As this role requires direct interaction, collaboration, and shared client communications and task responsibility with other Context Delivery colleagues and as a direct representative of Context to clients and advisors, the role requires a high level of professional service skills, communication skills, proactivity, and the ability to work well with a variety of individuals.

ROLE AND RESPONSIBILITIES

• Regional Client Support
  • Provide top-quality support to advisors and clients traveling in your region including 
    • Assist with placing and adjusting orders
    • Manage necessary follow ups
    • Ensure relevant and helpful client information is flowed into orders and expert notes
    • Action regional client tasks
  • Work closely with regional Director, Global Client Support Manager, and other regional Delivery Associates to identify gaps and needs in the client experience and journey to ensure Context is providing the best service to our clients
  • Track client requests for non-Context products to support Client driven portfolio 
• Cross-functional Support and Collaboration
  • Action assigned fulfillment, portfolio, and expert tasks as needed
  • Support 1:1 expert communications as they relate to scheduled tours
  • Work closely with the other functional leads in your region (Fulfillment, Expert, and Portfolio) to be aware of all impactful happenings across the region
    • Ensure appropriate flow of relevant information to our clients and advisors
• Develop an understanding of the end-to-end operational functions within the region, to better provide clients with clear information, personal suggestions, and actionable instructions to improve the client experience
• Support portfolio development initiatives including product research and competitive analysis
• Assist with expert recruiting and onboarding and other tasks related to day-to-day expert relationship management

• Cultivate a strong co-working relationship with Global Client Support and OTG teams 
• Proactively identify and escalate potential client pain points to appropriate functional leads to improve the client experience
• Client Value Maximization
  • Identify opportunities for growing our brand value via appropriate upsell and cross-sell recommendations that will improve the overall client experience

Additional responsibilities:

• Contribute to and support the successful end-to-end delivery of regional and global tours across all functions
• Mentor and train seasonal contractors and Delivery colleagues 
• Collaborate with Global Client Support Manager and other regional Client colleagues to identify, propose, and implement communication and process improvements as needed 
• Actively contribute to weekly regional Delivery team and cross-regional meetings
• Participate in cross-regional and seasonal initiatives such as annual portfolio product cleaning

WHO YOU ARE AND WHAT YOU’LL BRING

• Must be fluent in English and an additional European language such as Spanish is very helpful.
• Motivated self-starter who takes proactive action in a dynamic and metric-drive environment
• Practitioner of the growth mindset and enthusiastic desire to learn
• Humble collaborator and team player
• Believer in the transformative power of cultural travel
• Work experience in the cultural sector or travel industry preferred
• Digital native or strong digital proficiency - preference for applicants with experience in Front, Slack, and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)
• Ability to work efficiently in a fast-paced, international, tech-reliant environment, independently and as part of a distributed team
• Preference for applicants with deep knowledge of destinations such as London, Barcelona, Lisbon, Tokyo, or Kyoto.

Schedule: Monday through Friday EST
 

In exchange, we are thrilled to offer:

• A supportive, mission-oriented work environment with colleagues who care
• Unlimited access to digital lectures, audio guides, and in-person tours
• Annual learning & wellness stipend to pursue personal and professional interests
• A competitive salary with 401K (+ match), health & dental insurance
• Tech stipend
• Flexible PTO (with no caps, encouraged minimums, and parental leave)
• A remote-first work policy
• An annual company retreat to connect and celebrate with colleagues in person (past locations include Lisbon, Barcelona, the Poconos, Mexico City, and New York City. In 2024 we took the whole company to our birthplace, Rome, to celebrate our 20th anniversary.)

Context Travel is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let us know.