We are Topdeck. We’re the travel-enthusiast fairy godmother you never had. We’re your hassle-free ticket to discovering more destinations. Your exit from the daily grind into life changing experiences. A chance to uncover extraordinary with a bunch of curious, like-minded people – with the freedom to delve deeper. We’re passionate about travel and refuse to sacrifice on quality or value. We are devoted to opening minds, shifting perspectives and building memories that last a lifetime. Above all, we’re a chance to discover the REAL YOU. A chance to be the best version of yourself. To be an insider, not a bystander. To strip it all back and find the real you. Sounds too good to be true, but after years in the group travel biz we know what you want – and we aren’t scared of over-delivering.

Brand:                              Grasshopper Adventures
Position:                          Customer Experience & Sales Assistant
Location Base:               Remote
Reporting to:                   Head of Grasshopper Adventures & Customer Experience Manager
Contract:                        6-month freelance contract; approx. 10-15 hours per week

Global Touring

Being a part of the Global Touring team means you will inspire travellers through life changing travel experiences. We have three dynamic brands – Grasshopper Adventures, Topdeck Travel & Back-Roads Touring. Each brand caters to different customer segments in unique ways.

At Global Touring, we embrace curiosity, authenticity, ownership and collaboration and love meeting new people, experiencing other cultures and celebrating our differences. We are looking for someone to join the team that aligns perfectly with our organisation vision and values, and has the energy and passion to bring it to life for our teams and our customers.

The Role

Split between sales and customer experience, this role is perfect for someone who’s confident communicating with customers, comfortable working in HubSpot, and excited about active travel. You’ll play a critical role in converting enquiries into bookings and supporting our guests before and after their tours.
We're especially keen to find someone who can bring creative outreach ideas to help us find and engage new customers rather than just wait for leads to come in. An understanding of cycle tourism, and familiarity with our destinations (Asia & Europe) will help you connect with our audience authentically.

Key Responsibilities

Sales & Guest Support (B2C) – 70%

Respond promptly and professionally to inbound tour enquiries
Manage sales pipeline and deals within HubSpot (CRM)
Develop and execute creative outreach ideas to attract new customers
Follow up on leads to help convert interest into bookings
Add and maintain accurate customer data and notes in HubSpot
Support sales campaigns and special offers
Collaborate with the marketing team to align messaging and track lead quality

Customer Service Excellence & Effective Complaint Management – 20%

Applying a customer-centric approach, ensure resolutions are provided in a timely manner with the ability to demonstrate compassion and professionalism
Monitor customer reviews on third party websites and ensure responses are issued and resolved accordingly when needed

Manage open Zendesk tickets for Grasshopper, acknowledging customer queries and promptly issue initial responses
Effectively work with key internal and external stakeholders to conduct investigations and ensure all parties are adhering to set time frames
Provide customers with detailed feedback and look to provide a suitable outcome in a timely manner
Ensure refunds are requested in a timely fashion and liaise with our Finance team on any outstanding queries

Feedback Management – 10%

Manage customer feedback using Qualtrics CX and feedback software including:
- Data management
- Analysis and adhoc reporting
- Software troubleshooting

Experience, Requirements, and Key Behaviours

Based in a time zone aligned with Asia or North America
Proven experience in sales, customer support, or a hybrid role
Strong written and verbal communication skills
Highly organized and familiar with CRM tools (HubSpot experience is a major plus)
A go-getter who enjoys problem-solving, taking initiative, and thinking creatively
Calm and empathetic in handling customer complaints or sensitive feedback
Passionate about travel and cycle tourism

Responsible and Sustainable Responsibilities

A commitment to improving recycling processes, stopping the use of all single-use plastic and promoting the use of reusable items such as Tupperware and water bottles in our offices
A commitment to utilise locally owned businesses where possible, and to improve the economic impact of the communities visited by Global Touring customers
A commitment to utilising suppliers who support and adhere to Global Touring’s wildlife policy
A commitment to protect our company culture of openness to all people regardless of gender, race, age, religion, etc…

Company Values

Our values aren’t just words on a page. They’re the backbone; the steering wheel;
the soundtrack to how we embrace each day. Like a well baked brownie, every ingredient
combines to achieve the rich consistency fueling the soul of Global Touring.
We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We’re excited by the journey on and off the road – expanding our knowledge, adapting to feedback and questioning the status quo. Value ideas over hierarchy. Have the courage to take risks. Don’t let perfection prevent growth.

We take the right way, not the easy way. We’re straight up even through the toughest conversations; tackling challenges head-on and with integrity. Honour commitments. Communicate with clarity. And build relationships based on mutual respect. Forget hidden agendas, we treat everyone fairly – despite a preference for instant coffee.

If we do it, we do it well. We are empowered to make decisions based on data and experience – holding each other accountable along the way. Spare the excuses. Be fearless in the pursuit of results. And take responsibility – even when no one’s looking. There will be bumps in the road; that’s ok. We own our mistakes and learn from the challenges as well as the successes.

Across oceans and office desks, it’s more than a love for travel that keeps us connected.
There are no silos here; we are each other’s toughest critics and loudest supporters – especially around the ping pong table. People with diverse backgrounds, different identities and varied experiences make our company exceptional. We embrace alternate perspectives, recognise each other’s strengths and champion collective genius.

Customer Experience & Sales Assistant

Offer summary

Qualifications:

Key responsibilities:

Job description

Required profile

Experience

Hard Skills

Other Skills

Sales Assistant (Institutional Sales and Trading) Related jobs

Sales Assistant (German speaking)

Remote - Sr Sales Associate

Sales Assistant

AI Sales Subject Matter Expert (SME) and Instructor (Contract)

Retail Sales Assistant