Customer Service Lead + Travel Operations VA (Guest Experience & Systems)
About Us:
We are LH Adventure Travel, a boutique wellness adventure travel company specializing in small-group trips for women around the world. From immersive international itineraries to wellness-focused retreats, we create meaningful, well-designed travel experiences that connect women through adventure, culture, and personal growth.
We’re a lean but growing team—and we’re looking for someone who can grow with us.
The Role:
We’re looking for a highly organized, proactive, and warm communicator to own guest experience and backend operations. This role combines customer service, travel coordination, and systems management.
You’ll be a primary point of contact for our guests while also keeping our internal operations running smoothly. If you’re the type of person who never lets the ball drop, loves a good spreadsheet, and takes pride in creating seamless experiences—this is for you.
What You’ll Do:
Guest Experience (Primary Focus):
Serve as the main point of contact for all guest inquiries
Respond to emails and requests within a 48-hour window (ideally faster)
Send pre-trip communications, reminders, and updates
Follow up on missing guest information (flights, forms, etc.)
Facilitate group touchpoints (pre-trip calls, post-trip follow-ups)
Ensure every guest has a smooth, supported experience from start to finish
Operations & Coordination:
Communicate with vendors and partners to confirm logistics
Track deadlines, payments, and trip details
Coordinate trip logistics behind the scenes
Maintain and improve SOPs for customer journeys
Systems & Admin:
Build and manage spreadsheets (guest lists, timelines, budgets)
Compile customer feedback and report insights
Create systems, templates, and automations to improve efficiency
Use tools like Google Workspace, CRM systems, and AI tools to streamline workflows
General Support:
Identify gaps and proactively solve problems
Keep projects organized and on track
Collaborate with marketing and leadership to improve the guest experience
What We’re Looking For:
Must-Haves:
2+ years of experience in customer service, travel, or hospitality
Strong written communication skills (this role is email-heavy)
Highly organized with excellent attention to detail
Comfortable working independently and managing multiple priorities
Experience with Google Sheets (or similar tools)
Ability to problem-solve quickly and take initiative
Nice-to-Haves:
Experience in the travel industry (tour operators, retreats, agencies, etc.)
Familiarity with tools like WeTravel, MailerLite, Zapier, or CRM systems
Experience creating automations or improving workflows
Comfort using AI tools (ChatGPT, etc.) to increase efficiency
Basic website or social media experience
Who You Are:
Warm, professional, and people-first
Extremely reliable—you follow through, always
Detail-obsessed (in a good way)
A self-starter who doesn’t need hand-holding
Systems-minded—you love making things more efficient
Excited about travel and women-centered experiences
This role is important to me. I'm looking for someone I can trust and build a long-term working relationship with.
Details:
Hours: 10-15 hours/week to start (with room to grow)
Schedule: Flexible, but ideally aligned with 9am–2pm EST
Pay: $15–$18/hour depending on experience
Location: Remote (must have strong English and be comfortable working partially in EST hours)"
To Apply:
Please submit:
Your resume
A short cover letter explaining why you’re a fit
Examples of systems, spreadsheets, or workflows you’ve created (if available)
