Posted 16 days ago
Customer Experience Specialist
@ Fresh Tracks Canada
Vancouver, British Columbia
Overview
Fresh Tracks Canada is hiring a Customer Experience Specialist to deliver hospitality to guests before, during and after their tailor-made Canadian trips. The role builds custom itineraries, books suppliers across Canada, and serves as the main contact for guests. The salary is $55,000 annually, based on experience, with a hybrid work arrangement.
Pay:
$55,000 a year
Responsibilities:
- Build relationships with guests before, during and after travel
- Book trip components with suppliers across Canada
- Answer guest calls and emails about their trips
- Review pre-departure itineraries for accuracy
- Support guests during emergencies on the road
Requirements summary:
- Strong verbal and written communication skills
- High attention to detail
- Superior time management and prioritization
- Ability to troubleshoot difficult situations
- Travel or tourism industry experience preferred
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · bamboohr
- Employer posting date
- 2026-10-21
- First seen by our source
- 2026-10-22
- Source record updated
- 2026-10-22
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Hours per week | 40 |
| Schedule | day, evening, holidays, overtime, weekends |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Perks mentioned | Generous paid time off, Employee discount, Wellness |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Fresh Tracks Canada
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Your inside source for the best personalized vacations in Canada
Full company description
Fresh Tracks is proud to be officially certified as a Great Place to Work! We are an energetic and passionate team of travel enthusiasts who love Canada. We craft personalized vacations for travellers from around the world, giving them the best possible experiences in our vast country — and we do it with warmth, caring, individual pride and company spirit. Using our unique Canadian Insider knowledge, we save our customers hours of pointless internet trawling. By taking the time to get to know them, we can recommend the experiences of Canada that they’ll enjoy the most. Working at Fresh Tracks Canada is full of opportunity, new experiences, and rewarding relationships. Our team is made up of passionate industry experts who provide unparalleled personal service to our guests — before and during their trips. We are looking for talented travel enthusiasts who want to join our collaborative, results-focused team. Along with benefits and fun travel perks, we offer a flexible work environment, learning opportunities and great career growth.
- LinkedIn followers
- 4,067
- People associated on LinkedIn
- 103
- Reported office locations
- 1150 Station St, Suite 200, Vancouver, British Columbia V6A 4C7, CA
- Business categories
- Leisure
- Tourism
- Travel
- Other recorded names
- Fresh Tracks Canada
- Specialties
- Travel
- Canada
- Rail Travel
- Customer Service
- and Personalized Vacations
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Fresh Tracks is proud to be officially certified as a Great Place to Work! We are an energetic and passionate team of travel enthusiasts who love Canada. We craft personalized vacations for travellers from around the world, giving them the best possible experiences in our vast country — and we do it with warmth, caring, individual pride and company spirit. Using our unique Canadian Insider knowledge, we save our…
| Field | Value |
|---|---|
| Industry | Travel Arrangements |
| Company size | 51-200 employees |
| Headquarters | Vancouver, British Columbia |
| Organization type | Privately Held |
| Year founded | 1996 |
| Specialties | TravelCanadaRail TravelCustomer Serviceand Personalized Vacations |
| Open jobs on Jobsy | 4 |
| View page |
At Fresh Tracks Canada, we craft tailor-made Canadian vacations for people from all over the world. Since 1996, our team of Canadian Insiders have helped our customers plan their vacations and enjoy life-changing travel experiences.
We believe in keeping our customers front and center in everything we do; in fact, focus on serving our customers is one of our core values. Everyone acts and operates as an owner, treating this business as their own. We raise the bar constantly, embracing that nothing is perfect but continuous improvement is key. Our team is made up of passionate, positive experts who drive healthy collaboration by winning or losing as one, and we bring out the best in each other.
ABOUT THE ROLE
We are looking for an experienced, self-sufficient Customer Experience Specialist to provide our guests with legendary Hospitality before, during and post travels. You will also be responsible for coordinating and creating custom itineraries, upholding the policies and contractual agreements of our itineraries, while also being the main touch-point between Fresh Tracks and our guests.
Salary Range: $55,000 annually, based on experience and qualifications.
RESPONSIBILITIES
- Building relationships with our booked guests (some guests book up to 2 years in advance, typically 9 months on average)
- Problem-solving skills when difficult and unpredictable situations arise
- Book all trip components, working with tourism suppliers across Canada, and ensure preferences of each traveller are communicated to our travel partners
- Answering incoming emails and calls from guests about their trip both pre, during and post travel
- Engaging in sometimes challenging phone/email conversations with guests
- Suggesting and arranging add-ons, upgrades, or modifications to their current itineraries
- Providing concierge services for our guests (ie: restaurant recommendations & reservations)
- Upholding the contractually required Terms & Conditions of our services
- Populating all accurate joining instructions for each supplier to support the generation of guest’s pre-departure itinerary
- Reviewing guests pre-departure itineraries - making sure all arrangements are accurate for a seamless experience while on the road
- Work closely with the Vacation Coordinator team on the transition of trip files from Sales Agents to Customer Experience
- In the event of an EOC (an emergency that impacts our guests on the road such as wildfires), work closely with the LH team to support our on the road guests as required
- Overtime may be required from time to time during peak periods and EOC events
- Availability for an 8-hour shift taking place Monday to Sunday between 5:30am and 6pm PST, including rotation of statutory holidays.
- Other administration duties as required.
REQUIREMENTS
- Strong, professional communication skills, both verbal and written.
- High attention to detail.
- Superior time management skills and the ability to prioritize tasks.
- Excellent telephone & written communication skills with an emphasis in customer service care with our travel partners.
- Ability to troubleshoot.
- Open to receiving and incorporating constructive feedback and coaching in an environment of continuous improvement.
- Passion for collaborating and understanding different perspectives. Ability to listen and learn from the experiences of others.
- Being an ambassador to innovation and change.
- Preference will be given to those with experience in the travel/tourism industry, ideally relating to travel in Canada.
REWARDS
You may be eligible to receive the following benefits, based on your contract type:
- 3 weeks vacation (4 weeks after your first year)
- Extended health benefits package
- Applauz Recognition
- Comprehensive employee assistance program
- Great working hours
- Friendly and fun team environment with company celebrations and social events
- Access to Canadian travel industry discounts!
- DE&I initiatives and events
- Community (volunteer) Hours
- Social Clubs including Book Club & Fitness Club
DIVERSITY, EQUITY, AND INCLUSION
We are an equal opportunity workplace. We strongly encourage applications from under-represented communities, diverse backgrounds, identities, and experiences. We don’t judge based on race, religion, ethnic background, sexual orientation, age, marital status, disability, gender identity or anything else that you might bring to the table. We don’t care about where you went to college, your degree, your age, or what names you might have on your resume. Instead, we’re looking for motivated, compassionate people who can execute from the ground up. We also know that everyone has a unique career journey and experience comes in many forms.
Officially Great Place to Work® CertifiedTM 2022/2023
Officially Great Place to Work® CertifiedTM 2023/2024
Officially Great Place to Work® CertifiedTM 2024/2025
Officially Great Place to Work® CertifiedTM 2025/2026
Officially Great Place to Work® CertifiedTM 2026/2027
#INDHP
#LI-Hybrid
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