Explorer Care Specialist

You're the person our Explorers talk to from the moment they book until they're home: every question, every change of plan, and the 2am call when something goes wrong in a city they didn't know they were flying to.

### About Journee

Journee is a surprise travel company. Our Explorers answer a few questions, we plan and book the whole trip, and they don't find out where they're going until they're at the airport. We're growing fast across the UK, US and Canada, with a 4.8/5 rating from 2,000+ reviews.

The trip is a surprise. The support behind it never is. From the moment someone books to the moment they land back home, a real person makes sure every question gets a warm, fast, human answer, no matter what time of the day. That person is you.

This is a hands-on role on a small team. You own the queue, not a script.

### Why this role exists

Until now, one small team split across London and India has looked after both the people deciding whether to book and the people already travelling. Those are two different jobs. Someone weighing up a trip needs patience and persuasion. Someone locked out of an apartment at 2am needs calm and speed, and they need it from a person who is awake. So we are splitting the two and building a team whose whole job is looking after Explorers while they travel.

You would be one of the first two new hires in that team, working alongside your manager. What you build now shapes how Journee looks after people for years.

### What you'll own

The Explorer queue end to end: every WhatsApp, SMS, email and call from booked travellers, before and during their trips, across the UK and US is handled by you (the role is shared with 1 peer and your manager, with 7 day and emergency coverage between the three of you).

The bar for emergency response: whether someone calls panicking about being stuck outside their accommodation at midnight or worried about missing their flight, you acknowledge in minutes, establish the facts, and solve their problem with empathy and calm.

Timely escalations: you escalate serious issues you can't solve to your manager and the London team, without delay.

Pre-trip prep: chasing for booking details, passports and visas, payment reminders and any other followups that might be needed.

The handover. Conversations span shifts, and your notes make the next person sound like they never left.

Quiet weeks. Departures are seasonal, so quiet days flow into work with our catalogue and booking operations team.

### What success looks like in your first six months

You run your own shifts solo. The queue is in order, nothing sits unanswered, and nobody has to check your work.

Explorers who hit a problem on their trip continue to rate it highly afterwards. Things going wrong is inevitable, feeling abandoned is not.