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: Expert Community Associate

LOCATION: EU/US Remote

Job Description

The Expert Community Associate (EXA) for our travel business focuses on ensuring a high quality experience for individuals in our global expert community regarding their communication and contact with the company. As an EXA, you are there to deliver a positive connection with the expert community, and the Context team, be it with a single interaction via email or phone, assisting with on-the-ground issues, or facilitating end of month payments.

As a primary point of contact for experts and a representative of the company, the role requires a high level of communication skills, attention to detail, and the ability to work well with a variety of individuals across cultures and time zones.

Role And Responsibilities

Support the Expert Community Manager and team in the execution of expert account management for our global team of 1200 experts. This includes but is not limited to:
- Ensure holistic onboarding of new experts with training materials
- Assist new experts with preparation of tour planning
- Be a point of contact for the expert community
- Assist with resolving expert-related issues
Monitor and respond to city Whatsapp groups
Prepare end of month accounting and liaise with accounts payable team
Review client survey feedback and proactively communicate it to experts
Provide experts with training tools and recommendations
Monitor experts' performance

Additional responsibilities:

Assist with developing functional Standard Operating Procedures and maintaining a functional internal knowledge hub
Assist with developing expert resources and maintaining an expert knowledge hub
Support community-building and other strategic initiatives, including event planning logistics, scheduling city-wide Zoom calls, and newsletter planning and creation
Work across cultures and time zones with our global teams: client services, technology, sales, marketing, finance & expert community. Collaborate on cross-functional processes
Occasionally travel to international markets to meet experts on the ground

What You’ll Bring

A passion for people, traveling and learning about world culture, history, and art
Work experience in the cultural sector or travel industry preferred
Digital native or strong digital proficiency - preference for applicants with experience in Front, Slack, HubSpot and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)
Mac proficiency preferred
Fluency in the English language, bonus if you are fluent in another European language as well
Ability to work efficiently in a remote, fast-paced, international, tech-reliant environment, independently and as part of a distributed team

Day-to-day, you'll need to be able to:

Work in a fast-paced, remote environment, be ready to make informed suggestions and decisions to tour itineraries and venue requirements
Raise your hand for projects and initiatives involving colleagues across time zones, functions, and levels - there are endless learning and growth opportunities
Understand our end-to-end process and its impact on the customer experience, expert experience, and internal process scalability
Prioritize weekly work for yourself with a view of the work for the month, knowing that “trade-offs” are part of prioritization and efficiency
Care about what motivates PEOPLE: we are a people-centric business connecting customers with our amazing experts and travel experiences across the globe

In exchange, we are thrilled to offer:

A supportive, mission-oriented work environment with colleagues who care
Unlimited access to online seminars 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 with international colleagues (past locations include Lisbon, Barcelona, the Poconos [arguably the most memorable], Mexico City and New York City)

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.

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Context Travel

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