Sales Support Specialist (North America)

Competitive base salary of $55,000 per year + annual bonus plan

Start date: October 21st, 2024

Based in Denver, CO (Hybrid work model - 3 days at home, 2 days in our RiNo area office)

Are you passionate about customer service and enjoy talking to people about travel? If so, this may be the perfect role for you! Our fast growing, ambitious, multi-national team is looking for a Sales Support Specialist to help propel our growth. This role focuses on booking delivery and customer service and will be part of the team that drives revenue for Macs Adventure in North America.

The Sales Support Specialist will report to the Sales Support Manager and plays a big part in the expansion and success of Macs Adventure.

About Macs Adventure

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

Welcoming over 30,000 customers on over 600 walking and cycling trips to destinations around the world, we employ over 180 people across the UK, US and Germany who share our purpose to lead, advocate & enable self-guided, active travel as a positive force for people and planet.

Our Culture

We’re an adventurous business with an ambitious vision. Our aim is to double the size of the business by 2027. We want to do this the right way and have set ourselves another important goal of achieving BCorp status within the next year. 

Our culture reflects these ambitions. We’re a 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, we’re looking for people who enjoy challenges, love learning and want to make an impact and relate to 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 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

Sales Support:

• Full delivery of all Online Bookings from time of booking until departure.
• Handling on-trip cases during the travel season.
• Supporting the sales organization with customer questions.
• Ensuring that every detail of the customers’ trip is organized and documented to the highest standard in the CRM system.
• Supporting customers with all pre, during and post trip questions, amendments, and challenges.
• Utilize multiple channels including email, webform, phone, and live chat to interact with customers.
• Use sales technology such as a CRM and Zendesk efficiently.
• Work closely with the operations team, and other departments as needed, to ensure seamless delivery of trips for customers.
• Process customer payments and collect overdue payments.
• General administrative tasks to support customers and the sales team.

Teamwork:

• Assist the Sales Support Manager and other departments with projects as needed.
• Build relationships with other departments, and foster collaboration and teamwork.
• Be an active positive member of the team.
• Actively support your colleagues and be there for them.
• Contribute and participate in team calls and meetings.

What you’ll bring

• 1+ years in a customer service management role with proven record of success.
• You are a respected member of the team who always goes “The Extra Mile” to support colleagues and customers.
• Communication skills: Highly confident, competent, and articulate individual who can communicate professionally across all levels and build rapport with customers.
• Interpersonal and team skills, be a valuable and respected team member.
• Problem solving skills: You proactively identify problems and bring solutions that will solve them.
• Planning and organizational skills: prioritizing your work and perform in a consistent and efficient manner.
• IT skills: proven knowledge and experience with CRM systems. Knowledgeable and able to work with the latest technology.
• Passionate about adventure travel and “living” the Macs product is a must.
• Must have experience servicing customer in the US market. (Canada is a plus)
• Direct-to-consumer experience is a plus.
• Proven past results and an excellent track record.

The role will suit autonomous individuals who thrive in nimble high growth businesses, not corporate environments.

The knowledge and skills we’ve listed represent “the perfect candidate”. No one’s perfect and we know the ‘confidence gap’ can stop brilliant people applying. If you love the sound of this opportunity please apply, we’d love to hear from you.

You could belong here

To deliver adventures for more than 30,000 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: Travel insurance reimbursement.
• 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 enrollment in the company 401(K) plan after 6 months.
• DISCOUNTS: Great discounts on Macs Adventure trips.
• FLEXIBLE WORKING: To promote a flexible, hybrid working model, we have a minimum 2 days per week in the office (must be based in the Denver metro area).
• 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.
• PRO DEALS: Access to outdoor industry discounts.