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Location: Remote
Hours: 37.5 Hours per week
About Swoop
We are a global community of over 100 adventure travel enthusiasts - ex-guides, avid travellers, and those with an adventurous spirit - spanning five continents. Since 2010, we’ve helped more than 15,000 people experience the trip of a lifetime in Antarctica, Patagonia and the Arctic. Our success is rooted in our intimate knowledge of these incredible regions, our deep care for their preservation, our commitment, as a B Corp, to doing what’s right for people and the planet and, above all, our connectedness as a global team.
About the role
As a Customer Experience Coordinator, you’re the face of Swoop — the person our customers turn to before, during, and after their journey. You’ll build meaningful, one-to-one relationships, guiding travellers through every step of their adventure with empathy, insight, and a deep understanding of their needs. Through face-to-face calls, thoughtful check-ins, and timely support, you ensure each customer feels informed, confident, and excited — from booking to return. You continuously refine and elevate the customer journey, ensuring every interaction exceeds expectations. This is a role for someone who thrives on human connection and takes pride in crafting unforgettable experiences.
Key responsibilities
Customer Engagement & Support:
Act as a primary point of contact for customers, offering expert guidance, personalised recommendations, and timely, proactive support.
Manage sensitive enquiries and escalations with empathy, professionalism, and a customer-first approach.
Deliver post-trip follow-ups to ensure satisfaction and gather feedback for continuous improvement.
Step into the Operations Coordinator role when needed, showing flexibility and commitment to the end-to-end customer journey.
Operational Excellence and Communication:
Collaborate with internal teams to ensure smooth handovers across sales, operations, and post-trip touchpoints.
Maintain up-to-date CRM records and accurately reflect real-time customer interactions.
Identify and resolve recurring issues, helping to improve service efficiency and clarity.
Support and refine customer communication processes to enhance clarity and engagement.
Customer Advocacy & Brand Representation:
Represent the Swoop brand with every interaction, delivering service that reflects our values and expertise.
Advocate for customer needs and share feedback that drives meaningful service and process improvements.
Collaboration & Process Improvement:
Partner with Sales, Ops, and CX teams to refine best practices and enhance the end-to-end journey.
Contribute to initiatives that improve satisfaction, retention, and consistency across customer interactions.
Support the development of training tools or internal guides that raise the team standard.
Understand and embody Swoop’s four sustainability practices and embed in your day-to-day responsibilities, decision-making, and collaboration
About you
Customer-first mindset: You bring experience in customer service or travel coordination, guiding customers through their journey with empathy, clarity, and confidence.
Confident communicator: Your warm, professional communication builds trust, sets expectations, and helps resolve issues with ease.
Inspired by travel, driven by knowledge: Your passion for adventure and understanding of Polar regions enhance your ability to support complex itineraries to guide customers through their adventure story with authenticity and enthusiasm.
Proactive and solution-oriented: You calmly manage escalations and challenges, always focusing on practical resolutions that put the customer first.
Operationally and process aware: You understand the importance of accurate records and seamless handovers, spotting patterns and contributing to smarter, more efficient ways of working.
Tech-savvy and organised: You’re confident using CRM tools, Google Suite, and Swoop’s internal systems to deliver accurate, timely support—even under pressure.
Collaborative and adaptable: You work closely with cross-functional teams, share best practices, and step into different roles when needed to support the wider customer journey.
Customer advocate at heart: You embody Swoop’s values in every interaction, always looking for ways to elevate experiences and ensure feedback informs future improvements.
Employment details
Holiday:
Twenty-five days paid holiday, in addition to your birthday and public holidays
Working Hours:
This is a full-time, permanent role (37.5 hours per week), working Monday to Friday on afternoon/evening shifts. The core hours will typically be either 12:00–20:30 or 13:30–22:00 (UK Time), to be agreed as part of your working pattern.
We do ask for some flexibility, including covering the later shift at least once per week, to ensure we can best support our customers and partners across different time zones. The wider Customer Experience team covers the hours of 7:00–22:00 (UK Time).
Weekend Working:
One weekend per month on-call, with compensatory time off during the week
Working Arrangements:
Remote - This role is primarily remote, but we value face-to-face interactions for collaboration, training and team building. Occasional visits to Bristol office may be required
Benefits Include:
Opportunity to travel to our destinations
Opportunity to work-and-travel
Annual Swoop Summer Adventure
Monthly company bonus
Company laptop
Wellbeing support
How to apply
If you feel you’ve got what it takes, please click here. The closing date is 29th August 2025
Supporting you to be yourself
Swoop is committed to creating a diverse environment and is proud to be an equal opportunity employer for all Swoopers all over the world. All qualified applicants will receive consideration for employment without regard to race, colour, religion, identity or expression, sexual orientation, national origin, disability, age, or veteran status. We support Swoopers to feel they can be absolutely themselves, because only then we will get the best out of each other.
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Location: Remote (Chile)
Hours: 37.5 Hours per week
About Swoop
We are a global community of over 100 adventure travel enthusiasts - ex-guides, avid travellers, and those with an adventurous spirit - spanning five continents. Since 2010, we’ve helped more than 15,000 people experience the trip of a lifetime in Antarctica, Patagonia and the Arctic. Our success is rooted in our intimate knowledge of these incredible regions, our deep care for their preservation, our commitment, as a B Corp, to doing what’s right for people and the planet and, above all, our connectedness as a global team.
About the role
As a Customer Experience Coordinator, you’re the face of Swoop — the person our customers turn to before, during, and after their journey. You’ll build meaningful, one-to-one relationships, guiding travellers through every step of their adventure with empathy, insight, and a deep understanding of their needs. Through face-to-face calls, thoughtful check-ins, and timely support, you ensure each customer feels informed, confident, and excited — from booking to return. You continuously refine and elevate the customer journey, ensuring every interaction exceeds expectations. This is a role for someone who thrives on human connection and takes pride in crafting unforgettable experiences.
Key responsibilities
Customer Engagement & Support:
Act as a primary point of contact for customers, offering expert guidance, personalised recommendations, and timely, proactive support.
Manage sensitive enquiries and escalations with empathy, professionalism, and a customer-first approach.
Deliver post-trip follow-ups to ensure satisfaction and gather feedback for continuous improvement.
Step into the Operations Coordinator role when needed, showing flexibility and commitment to the end-to-end customer journey.
Operational Excellence and Communication:
Collaborate with internal teams to ensure smooth handovers across sales, operations, and post-trip touchpoints.
Maintain up-to-date CRM records and accurately reflect real-time customer interactions.
Identify and resolve recurring issues, helping to improve service efficiency and clarity.
Support and refine customer communication processes to enhance clarity and engagement.
Customer Advocacy & Brand Representation:
Represent the Swoop brand with every interaction, delivering service that reflects our values and expertise.
Advocate for customer needs and share feedback that drives meaningful service and process improvements.
Collaboration & Process Improvement:Partner with Sales, Ops, and CX teams to refine best practices and enhance the end-to-end journey.
Contribute to initiatives that improve satisfaction, retention, and consistency across customer interactions.
Support the development of training tools or internal guides that raise the team standard.
Understand and embody Swoop’s four sustainability practices and embed in your day-to-day responsibilities, decision-making, and collaboration
About you
Customer-first mindset: You bring experience in customer service or travel coordination, guiding customers through their journey with empathy, clarity, and confidence.
Confident communicator: Your warm, professional communication builds trust, sets expectations, and helps resolve issues with ease.
Inspired by travel, driven by knowledge: Your passion for adventure and understanding of Polar regions enhance your ability to support complex itineraries to guide customers through their adventure story with authenticity and enthusiasm.
Proactive and solution-oriented: You calmly manage escalations and challenges, always focusing on practical resolutions that put the customer first.
Operationally and process aware: You understand the importance of accurate records and seamless handovers, spotting patterns and contributing to smarter, more efficient ways of working.
Tech-savvy and organised: You’re confident using CRM tools, Google Suite, and Swoop’s internal systems to deliver accurate, timely support—even under pressure.
Collaborative and adaptable: You work closely with cross-functional teams, share best practices, and step into different roles when needed to support the wider customer journey.
Customer advocate at heart: You embody Swoop’s values in every interaction, always looking for ways to elevate experiences and ensure feedback informs future improvements.
Employment details
Holiday:
Twenty-five days paid holiday, in addition to your birthday and public holidays
Working Hours:
This is a full-time, permanent role (37.5 hours per week), working Monday to Friday during standard daytime office hours in Chile. The core hours will typically be either 08:00–16:30 or 09:30–17:00 (Chile Time), to be agreed as part of your working pattern.
We do ask for some flexibility, including covering the later shift at least once per week, to ensure we can best support our customers and partners across different time zones. The wider Customer Experience team covers the hours of 03:00–18:00 (Chile Time).
Weekend Working:
One weekend per month on-call, with compensatory time off during the week
Working Arrangements:
Remote - This role is primarily remote, but we value face-to-face interactions for collaboration, training and team building. Occasional visits to Bristol office may be required
Benefits Include:
Opportunity to travel to our destinations
Opportunity to work-and-travel
Annual Swoop Summer Adventure
Monthly company bonus
Company laptop
Wellbeing support
How to apply
If you feel you’ve got what it takes, please do get in touch by sending your CV/resumé to careers@swoop-adventures.com. The closing date is 29th August 2025
Supporting you to be yourself
Swoop is committed to creating a diverse environment and is proud to be an equal opportunity employer for all Swoopers all over the world. All qualified applicants will receive consideration for employment without regard to race, colour, religion, identity or expression, sexual orientation, national origin, disability, age, or veteran status. We support Swoopers to feel they can be absolutely themselves, because only then we will get the best out of each other.