Position - Tour Support Specialist and Customer Service Specialist
Direct report - Josh Bruman, Vice President of Customer Experience
Company Result Statement - We filter every action through our GL Travel values of hungry, humble, and intuitive. The Operations, Tour Liaison, Tour Support, and Customer Service teams implement a system where trip leaders and tour managers score GL Travel tours 4.5+ stars, and 95%+ of existing trip leaders rebook.
Company-Wide Results Statement (time-bound - measurable - specific) -Vision Statement - By 2034, GL Travel will create inspirational and fun trips for 50,000 teachers and their students. -Mission Statement - The mission of GL Travel is to create the highest level of travel experience delivered with a sense of warmth, individual pride, and company spirit. -Core Values - GL Travel team members, trip leaders, and vendors are hungry, humble, and intuitive. We stick to our core values and run every decision through them.
What is a TSS and CSS The Tour Support Specialist and Customer Support Specialist works closely with the Parents, Tour Liaisons and Trip Leaders to ensure a great trip. The Tour Liaison is the main point of contact for the Trip Leader while the TSS supports both with operational and participant details. The CSS is the main point of contact for parents.
Language and Communication Skills:
- C2 (Proficiency): Can understand with ease virtually everything heard or read. Can summarize information from different spoken and written sources, reconstructing arguments and accounts coherently. Can express themselves spontaneously, very fluently, and precisely,



differentiating finer shades of meaning even in complex situations.
Professional/Technical Skills:
- Technical Literacy: Familiarity with software (Google Workspace, Canva), and the ability to adjust to new processes, technologies, and team structures.
- Problem-Solving and Critical Thinking: Ability to identify issues, analyze them effectively, and propose solutions.
- Time Management and Organization: Prioritizing tasks, meeting deadlines, and managing workload efficiently.
The TSS and CSS role includes the following job responsibilities:
- Reviewing quotes from sales for quality control. (TSS)
- Setting up the online registration in TripSweet. (TSS)
- Creating enrollment flyers and PowerPoint presentations for kick-off meetings (TSS).
- Creating and sending Trip Announcement Posters. (TSS)?
- Monitoring registration and sending enrollment reminder flyers, if needed. (TSS)
- Requesting room lists, bus lists, flight splits and meal pre-orders from Trip Leaders. (TSS)
- Secures Wreath Laying Ceremony appointments for groups that have it included in their trip. (TSS)
- Assists Operations with any "high demand" reservations in Washington, D.C. (ex: Capitol tours, Holocaust appointments, NMAAHC, etc.) (TSS)
- Manages loyalty program and sends quarterly updates to Trip Leaders. (TSS)?
- Sends payment reminders to parents who are behind on payments. (CSS)
- Distributes fundraising money and scholarship funds to participants. (CSS)
- Cancels and issues refunds to participants. (CSS)
Pay: $10,386.16 - $22,445.13 per month
Work Location: In person
Application Deadline: 30/05/2025

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