Job Summary:
City Unscripted is a leading travel company dedicated to creating personalized experiences for guests across 60 cities worldwide. Our mission is to deliver unforgettable journeys by connecting travelers with local hosts who share a passion and deep knowledge of their cities.

Candidates should possess strong communication skills, a passion for travel or experience in the industry is a must, attention to detail, empathy, and the ability to adapt to and understand different cultures. As a Host Support member, you will be responsible for supporting our host community (1,200 hosts spread worldwide) and ensuring they have the resources they need to provide our travelers with an exceptional experience. You will collaborate closely with our Host Team, Customer Service, and Experience Planner Team to address any host issues, provide guidance, and coordinate with other teams as necessary. This is a full-time freelance remote position. Candidate must have a functioning PC and a reliable internet connection suitable for remote work.

Duties:

• Serve as the main point of contact for hosts/tour guides, providing guidance and support to ensure they can deliver a high-quality experience for our travelers.
• Respond to host/tour guides inquiries and issues, providing quick and effective solutions.
• Conduct Google Meet and phone calls to evaluate host performance and potential host
• candidates.
• Coordinate with other teams, including the Operations and Product teams, to ensure hosts have the necessary resources and support.
• Assist in the recruitment and training of new hosts, working with the global team to ensure they meet our high standards.
• Keep up-to-date with local regulations and requirements that may impact our hosts and travelers, and work to ensure compliance.
• Identify opportunities to improve our host experience and share insights with the global support team.
• Provide reports and updates on host-related issues and progress to the Host Team, Customer Support, and Experience Planner Team.

Qualifications:

• English proficiency
• Be a good listener and empathic with the host
• Familiarity with Zendesk; Whatsapp, and Line chat tools
• Excellent communication skills and ability to effectively work in a team environment
• Ability to also work independently and solve problems quickly and efficiently
• Strong attention to detail and the ability to multi-task and prioritize effectively
• Passion for travel and cultures
• Delivering high-quality experiences to travelers

This is a remote full-time position (approx 35 hours per week, 5 working days, including Saturday and Sunday. Thursday and Friday off) and you will report to the Global Host Manager. If you’re passionate about travel, have a strong desire to help others, and you’re excited about working for a growing travel company, we’d love to hear from you.

Job Type: Full-time

Pay: From R60,00 per hour

Expected hours: 35 per week

Application Question(s):

• “Can you share a brief example of how your experience or interests align with the travel industry, and what excites you most about working in this field?
• Formulate a short email reply to this inquiry >

“To the Host Support Team,
During my recent walking experience, some of the guests expressed a desire to have a meal despite it not being included in the experience package. To accommodate their request and enhance their experience, I decided to offer them a meal from a nearby restaurant. While this decision was made with the guests’ best interest in mind, it resulted in additional costs and logistics. I demand a reimbursement of these expenses asap. thanks.”

• Formulate a short email reply to this inquiry >

“Dear Support Team,
I recently had a situation where a guest canceled their tour booking 48 hours prior to the scheduled date. According to your Terms and Conditions, hosts are entitled to 50% of the total fees for cancellations made between 24 and 48 hours before the tour. However, I don’t think it’s fair, I lost other opportunities by accepting your tour, and I ask you to entirely pay my fee. Thanks”

Language:

• English (Required)