Experience Coordinator - Atlas Obscura

Experience Coordinator

Atlas Obscura is seeking an Experience Coordinator to join our growing team. Our Guest Experience team strives to provide seamless and engaging service to our community of trip-goers, online experience attendees, and participants in our online courses. The Experience Coordinator is a primary point of contact for these members of our community, as well as prospective experience-buyers. They ensure that customers have all the information they need to easily participate in the experience they’ve joined, proactively providing that information and responding to inquiries as they arise. They also set the tone with participants for the experience, delivering a pre-trip, pre-event, or pre-course experience that creates ease and excitement for what’s to follow, as well as a post-event guest experience that builds loyalty.  Additionally, the Experience Coordinator plays a key role in participant information flow between stakeholders (e.g., program managers and hosts/leaders), as well as logistical aspects of the experience. This includes recording and tracking participant information, preferences, and payments, as well as coordinating details with our program managers and trip leaders. The flow of this information from AO to participants (e.g., requested forms), from participants to AO, and from AO to stakeholders is essential to the operation of the experiences and our business. 

The role will report to the Guest Experience Manager and will be an essential member of our Experiences team. Note, Atlas Obscura is a remote-first company, so you can work from anywhere within the continental United States or Canada.

Responsibilities 
  • Serve as a primary contact for prospects and participants on Atlas Obscura experiences. 
  • Manage the flow of information between Atlas Obscura, our participants, guides/hosts/instructors, and local service providers. This includes assembling and sending materials such as itineraries and packing lists; and collecting, tracking, and distributing traveler information such as flight details and dietary restrictions. 
  • Coordinate extra services such as private touring or pre- and post-tour hotel stays. 
  • Develop, maintain, and strengthen relationships with participants through proactive and positive, reactive engagement. 
  • Maintain and update traveler profile records.
  • Maintain and update trip related forms and materials as conditions and requirements continue to change.
  • Build and maintain destination knowledge and travel requirements through research and direct relationships with our partners. 
  • Some evening or weekend coverage may be required as needed.
Desired Qualifications
  • Guest service experience
  • Strong organizational skills
  • Excellent attention to detail
  • Excellent verbal and written communication skills 
  • Strong interpersonal skills
  • A creative and collaborative approach to problem-solving
  • Ability to handle complicated logistics
  • Comfort with a startup environment
  • Ability to thrive in an environment with systems and structures that are still taking shape and changing quickly
  • At least two years of relevant professional experience, ideally with a tour operator
  • A healthy sense of humor
  • A passion for Atlas Obscura’s mission of finding and sharing the world’s coolest places 
Nice to Have
  • Relevant destination knowledge
  • Experience coordinating or leading group tours

Compensation is competitive and includes equity. Benefits for full-time employees include contributions toward health, dental, and vision for both employee and family. We value diversity and are committed to an inclusive work environment and a fair and consistent interview process.

To apply, please submit your resume, and a cover letter detailing your qualifications and interest at the following link: https://atlasobscura.applytojob.com/apply/K1dZfCWlWL/Experience-Coordinator

About Atlas Obscura

Atlas Obscura is an award-winning travel company founded in 2009. Widely celebrated for building the definitive, community-driven guide to the world's hidden wonders, the company also offers unique online and in-person experiences, produces once-in-a-lifetime trips, and has published two New York Times bestselling books with more than a million copies in print. Atlas Obscura has been nominated for three National Magazine Awards, a James Beard Award, three Webby Awards, and in 2020 was named one of Inc. 5000’s fastest growing companies. Having raised a $20M, Series B led by Airbnb last summer, Atlas Obscura is well-positioned for growth.