Digital Experience Associate Jobs

ABOUT CONTEXT

Context has redefined the travel industry by bringing authentic experiences to life both online and in-person in over 60 cities around the world. Context Travel – our in-person offering – provides half and full day walking tours (private or small group shared experiences) that dive deep into a city’s rich history and culture. Context Learning – our online offering – provides live and on-demand seminars, courses, and virtual tours. We are the first to make it possible to learn through travel before, during and after a trip — creating those unforgettable moments that our guests treasure for a lifetime.

Context is a long-standing tour company and B Corp, backed by growth equity since 2017.

ROLE: Digital Experience Associate

LOCATION: US Remote

JOB DESCRIPTION

The Digital Experience Associate is responsible for ensuring Context Learning customers have a smooth and enriching experience in our online lectures. This includes managing a team of part-time moderators to ensure that all of our live lectures proceed smoothly, working closely with the Client Experience team to ensure consistent and professional replies to customer inquiries, and optimizing the content on our website to be clear and compelling to audiences.

ROLE AND RESPONSIBILITIES

• Schedule moderator shifts and backups to ensure coverage
• Manage, train, and support a team of part-time moderators
• Work closely with the Client Experience team in maintaining a 1 hour average inquiry response time and daily zero inbox
• Client Experience
  • Using a combination of proprietary and third party tools like Zoom and Shopify, maintain the systems that ensure a smooth live and on-demand learning experience for clients
  • Create processes, FAQs, and message templates to solve for common customer problems, and support the Client Experience team in using them scalably
  • Work closely with the Client Experience team in maintaining a 1 hour average inquiry response time and daily zero inbox
  • Actively observe customer experience and feedback and recommend improvements to product, process, and content
• Using a combination of proprietary and third party tools like Zoom and Shopify, maintain the systems that ensure a smooth live and on-demand learning experience for clients
• Actively observe customer experience and feedback and recommend improvements to product, process, and content
• Create processes, FAQs, and message templates to solve for common customer problems, and support the Client Experience team in using them scalably
• Team
  • Manage, train, and support a team of part-time moderators
  • Schedule moderator shifts and backups to ensure coverage

WHAT YOU’LL BRING

• Experience working with teams across time zones & cultures
• Familiarity with video platforms including Zoom and Vimeo
• Track record of driving complex & high-volume operations at some scale
• Empathetic customer service skills and an ability to solve problems quickly
• Practitioner of the growth mindset & desire to work in a mission-oriented company
• Experience working with Shopify or other ecommerce platforms
• 1+ years of client experience or education/edtech industry experience
• Clear communicator and original thinker with personal and professional goals
• Strong analytical skills with interest in using data to inform decisions

In addition to the above, we’d like to see the following soft traits:

• Believer in the transformative power of cultural travel and lifelong learning
• Scrappy, roll up your sleeves attitude
• Humble collaborator and team player
• Voracious desire to learn
• High level of organization and detail orientation
• Strong project management skills
• Data-driven and analytical
• Thoughtful and proactive communicator

In exchange, we are thrilled to offer:

• Annual learning & wellness stipend to pursue personal and professional interests
• A remote-first work policy
• Tech stipend
• A supportive, mission-oriented work environment with colleagues who care
• Unlimited access to online seminars and in-person tours
• A competitive salary with 401K (+ match), health & dental insurance
• An annual company retreat to connect with international colleagues (past locations include Lisbon, Barcelona, the Poconos [arguably the most memorable], Mexico City and New York City)
• Flexible vacation and PTO (with no caps, encouraged minimums, and parental leave)

Context Travel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let us know

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