Tour Support Specialist

About the role

This role operates within Philippine travel/DMC operations spanning leisure, ticketing, tours, hotels, transfers, groups, and MICE. The Tour Support Specialist focuses on service resolution, ensuring confirmed facts, pending dependencies, and exceptions are visibly separated while executing tour support tasks.

Responsibilities

• Coordinate tour support with issue resolution, ensuring each checkpoint leaves a visible source, owner, status, and next action within Philippine travel/DMC operations.
• Review Shroff Travel role documentation with status tracking for tour support, maintaining visibility of source, owner, status, and next action.
• Document case management with deadline management, ensuring traceability and accountability for unresolved items.
• Maintain documentation and reporting to support tour operations, ensuring work is traceable and errors are surfaced before becoming downstream rework.
• Reconcile quality control with workflow management, ensuring completed work is usable under the demands of Philippine travel/DMC operations.

Skills

• Use Shroff Travel Workflow Context and Customer Service confidently in tour support for Philippine travel/DMC operations.
• Apply data accuracy without losing track of evidence or deadlines in tour support workflows.
• Document process compliance and issue escalation decisions, ensuring reasoning remains clear in the operational context.
• Exercise judgment around follow-up, especially when tour support depends on outside confirmation rather than assumption.
• Combine workflow management, case management, and deadline management to ensure work is secure, traceable, and ready for the next authorized teammate.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Full-time, 100% remote within the United States.