Trip Coordinator

At Worldpackers, we believe that travel can transform people - and transformed people can transform the world. ✨

Since 2014, we’ve been building a global community of conscious travelers and welcoming hosts, enabling meaningful connections and thousands of collaborative experiences around the world.

Our purpose is rooted in connection. We exist to foster personal growth, cultural exchange, and a more socially and environmentally sustainable world through travel.

Respect, inclusion, collaboration, and continuous learning guide everything we do. Being part of Worldpackers — as a traveler, host, or team member — means being part of a diverse, global community where different perspectives are valued and discriminatory behavior has no place.

Being part of Worldpackers means working with purpose - helping more people experience transformative journeys through connection.

We’re looking for someone who wants to grow with us and help create unforgettable collaborative experiences around the world. 🌎

About the role

At Worldpackers, we believe that travel can be much more than visiting a new place — it can create connections, open up new perspectives, and transform the way we see the world.

Our Group Trips product connects travelers through shared experiences with people from different places and backgrounds. But the experience starts long before departure.

Between the moment someone makes a booking and the day of the trip, there is a journey of around four months. This is when trust is built, or lost.

As a Trip Coordinator, you will be the main point of contact for travelers throughout this journey. Your role will be to make sure each person feels supported, informed, and confident that their trip is being well taken care of.

More than just answering messages, you will build relationships, anticipate needs, and make things happen.

What you will do

• Be the main point of contact for the travelers in your portfolio throughout the pre-trip period, maintaining close and proactive communication;

• Conduct check-ins and support travelers throughout their journey, without waiting for them to reach out to the team for help;

• Lead alignment calls and webinars, making sure travelers are prepared and aligned for the experience;

• Follow up on bookings and make sure they move from pending to confirmed by tracking payments, documents, flights, dietary requirements, transfers, and other trip details;

• Lead 1:1 conversations and pre-trip engagement activities, helping travelers stay connected and excited about the experience;

• Identify potential cancellation risks early and take action to understand the context and find solutions;

• Directly resolve simple and recurring issues by understanding the situation and making the best decision instead of simply forwarding the request to someone else;

• Know how to identify what can be resolved independently and what genuinely needs to be escalated;

• Identify patterns in recurring questions and issues and contribute to improvements in the Help Center, FAQs, and internal processes;

• Work closely with other teams to ensure a smooth experience before the trip.

What we are looking for

• Advanced/fluent English, both written and spoken — for this position, we primarily evaluate your ability to communicate naturally, regardless of where you are based;

• Excellent communication skills and the ability to build genuine relationships;

• Strong organizational skills and a sense of responsibility to manage a portfolio of travelers, priorities, and different stages simultaneously;

• Autonomy to work remotely, make decisions, and stay on top of your responsibilities without constant supervision;

• Comfort leading live conversations with customers, including calls and webinars;

• A proactive and hands-on mindset — someone who does not wait for a problem to happen before taking action;

• Strong problem-solving skills: you can quickly understand a situation, assess the possibilities, and take action;

• A strong sense of ownership — you feel responsible for moving things forward, not simply passing them along;

• Genuine interest in the purpose behind Group Trips and the experience we are creating for our travelers;

• Availability to work in a full-time position.

It is a plus if you have

• Previous experience in Customer Success, Customer Experience, customer support, or customer relationship management;

• Experience in travel, tourism, hospitality, or travel operations;

• Experience leading calls, webinars, or customer presentations;

• Experience working at digital companies, startups, or in fast-paced environments;

• Experience working remotely and with distributed teams;

• Experience tracking retention, engagement, satisfaction, or cancellation metrics.

Why does this position matter?

A Group Trip may last only one week. But the experience begins months earlier.

You will be the person who helps travelers move from “Is everything really okay?” to “I can’t wait to get on that plane.”

If you enjoy working with people, travel, autonomy, and turning situations into solutions, we want to meet you. 🌎✈️