Patagonia Customer Experience Coordinator (UK)
Location: UK Remote, Hybrid or Office-Based (Bristol, UK)
Hours: Full-time (37.5 hrs/week), Monday to Friday, 7:00am - 3:30pm
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 Patagonia Customer Experience Coordinator, you’re the face of Swoop — guiding travellers through one of the world’s most breathtaking destinations: Patagonia. You’ll use your understanding of the region’s key areas — from Torres del Paine and Los Glaciares to Aysén, the Lakes District, or Tierra del Fuego — to provide customers with tailored guidance, clear expectations, and reassuring support throughout their journey.
Through warm, proactive communication, you’ll help travellers navigate logistics, prepare for their adventure, and feel fully supported from booking to return. You’ll constantly elevate the Patagonia customer journey, ensuring every touchpoint is informed by insight, authenticity, and the spirit of adventure that defines Swoop. This is a role for someone who loves connecting with people, understands what makes Patagonia special, and takes genuine pride in creating seamless, memorable experiences.
Key responsibilities
Customer Engagement & Support:
Act as a key point of contact for customers, offering expert guidance, timely support, and personalised recommendations throughout their journey.
Manage escalations with empathy and professionalism, ensuring issues are resolved with a customer-first mindset.
Deliver post-trip follow-ups, capturing feedback to inform continuous improvement.
Step into the Operations Coordinator role when needed, demonstrating flexibility and a proactive approach to supporting the full customer experience.
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
Fuelled by passion, strengthened by expertise: Your genuine love for travel drives meaningful connections with customers. You must bring first-hand knowledge or deep understanding of Patagonia — particularly one or more of the following regions: Aysén, Los Glaciares, Chilean Lakes, Tierra del Fuego, or Torres del Paine. You're confident discussing outdoor activities such as hiking and use this insight to guide customers with authenticity and enthusiasm.
Customer-focused experience and confident communicator: You bring experience in customer service or travel coordination, supporting people through every step of their journey with empathy, clarity, and confidence. Your warm, professional communication builds trust, sets expectations, and helps resolve issues effectively.
Proactive, calm, and solutions-focused: You handle complex enquiries and escalations with composure, always seeking resolution with the customer’s needs in mind.
Operationally sharp & process-minded: You understand the importance of seamless team handovers and accurate records. You follow processes, spot patterns, and suggest improvements that drive efficiency and clarity.
Tech-savvy & highly organised: You’re confident using CRM tools, Google Suite, and Swoop’s internal systems to deliver timely, accurate support — all while managing multiple priorities in a fast-paced environment.
Collaborative & adaptable: You work closely with cross-functional teams to enhance customer touchpoints, contribute to shared success, and step into other roles when needed.
Customer advocate & brand ambassador: You embody Swoop’s values in every interaction, consistently looking for ways to elevate the experience and ensure customer feedback shapes what comes next.
Employment details
Holiday:
Twenty-five days paid holiday, in addition to your birthday and public holidays
Working Hours:
This is a full-time role working 37.5 hours per week. The proposed hours are 7am to 3.30 pm Monday to Friday. However, the working hours window for the customer Experience team spans from 7am to 10pm. Flexibility from time to time will be required to ensure effective communication with customers and partners across different time zones.
Weekend Working:
One weekend per month on-call, with compensatory time off during the week
Working Arrangements:
Remote (UK)/Hybrid or office-based (Bristol, UK)
Even for remote team members, occasional visits to our Bristol office may be required for training, team collaboration, or key meetings
All team members will join our Swoop Togetherness event, held once a year in the UK — a chance for the entire global Swoop team to connect in person
Our Bristol Office:
Located in the heart of Berkeley Square, our Bristol office offers a beautiful, central setting with plenty of perks. You’ll have access to a mini gym, lovely breakout areas, and a variety of inspiring workspaces throughout the building — perfect for collaborating, meeting colleagues, or simply enjoying a change of scenery. It’s a space designed to balance focus with creativity and connection.
Benefits Include:
Opportunity to travel to our destinations
Opportunity to work-and-travel
Annual Swoop Summer Adventure
Monthly company bonus
Company laptop
Wellbeing support
A supportive, globally connected culture where balance and belonging matter
How to apply
If you feel you’ve got what it takes, please click Apply Now. The closing date is 2nd December 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.