Journee
Website:
journeetrips.com
Job details:
We're hiring 2 Explore Care Specialists at Journee!
Fully remote | 1:30pm- 9:30pm IST | India
The role in a line
You're the person our Explorers talk to from the moment they book until they're home: every question, every change of plan, and the 2am call when something goes wrong in a city they didn't know they were flying to.
About Journee
Journee is a surprise travel company. Our Explorers answer a few questions, we plan and book the whole trip, and they don't find out where they're going until they're at the airport. We're growing fast across the UK, US and Canada, with a 4.8/5 rating from 2,000+ reviews.
The trip is a surprise. The support behind it never is. From the moment someone books to the moment they land back home, a real person makes sure every question gets a warm, fast, human answer, no matter what time of the day. That person is you.
This is a hands-on role on a small team. You own the queue, not a script.
Why this role exists
Until now, one small team split across London and India has looked after both the people deciding whether to book and the people already travelling. Those are two different jobs. Someone weighing up a trip needs patience and persuasion. Someone locked out of an apartment at 2am needs calm and speed, and they need it from a person who is awake. So we are splitting the two and building a team whose whole job is looking after Explorers while they travel.
You would be one of the first two new hires in that team, working alongside your manager. What you build now shapes how Journee looks after people for years.
What you'll own
- The Explorer queue end to end: every WhatsApp, SMS, email and call from booked travellers, before and during their trips, across the UK and US is handled by you (the role is shared with 1 peer and your manager, with 7 day and emergency coverage between the three of you).
- The bar for emergency response: whether someone calls panicking about being stuck outside their accommodation at midnight or worried about missing their flight, you acknowledge in minutes, establish the facts, and solve their problem with empathy and calm.
- Timely escalations: you escalate to your manager and to the team in London as necessary for serious issues you can’t solve without any delay.
- Pre-trip prep: chasing for booking details, passports and visas, payment reminders and any other followups that might be needed.
- The handover. Conversations span shifts, and your notes make the next person sound like they never left.
- Quiet weeks. Departures are seasonal, so quiet days flow into work with our catalogue and booking operations team.
What success looks like in your first six months
- You run your own shifts solo. The queue is in order, nothing sits unanswered, and nobody has to check your work.
- Explorers who hit a problem on their trip continue to rate it highly afterwards. Things going wrong is inevitable, feeling abandoned is not.
- You have taken emergency calls and solved them yourself, escalating only the ones that genuinely needed it.
- Your handover notes are good enough that an Explorer never has to explain their situation twice.
- You know our trips well enough to know what is actually fixable at 2am and what is not.
What you'll bring
Must-haves:
- Written and spoken English that sounds like a warm, capable human being rather than a call centre. A conversational tone that lands in writing, and a calm, natural voice on the phone.
- 3-5 years written-first customer support experience at a company selling a highly emotive, high ticket price product or service with a premium brand positioning.
- Travel logistics fluency: you understand how flights, hotels, transfers and experiences actually work, and where to look for a solution when one of them breaks.
- Calm under pressure. You hold, establish the facts, solve the problem and escalate where it's needed. You never guess with someone's trip.
- Autonomy. You figure things out and solve problems independently and quickly.
- High EQ. Deep empathy, cultural fluency, and the ability to think on your feet without a script.
- Comfortable working 1:30pm-9:30pm India time (with a dinner break in between) and 1-2 weekends a month, on a rota published well in advance.
Nice to have:
- Experience at a travel company, tour operator or OTA
- Experience supporting customers across multiple markets, particularly the UK or US
- Experience being the first or one of the first people in a support function
- High degree of comfort and experience with using tools like Claude, Notion, Freshchat and Zendesk at work
This role probably isn't for you if
- You need a script, or a policy to point at, before you can answer someone. Most of what you'll handle has no rule written for it yet, and we'd want you to use your judgement rather than wait for permission.
- You want predictable hours. The shifts are fixed, they include weekends, and the emergency line can ring at any time of day if you are on call.
- A 2am call from someone whose flight has just been cancelled makes you freeze rather than focus.
- You're used to high-volume queues where the goal is closing tickets. Here you'll handle fewer people and know them by name, and how they feel at the end matters more than how fast you got there.
- You've only ever worked on phone support, or only ever on email. This role is both.
The logistics
- Title: Explorer Care Specialist.
- Type: An individual-contributor role with no direct reports.
- Location: Fully remote role - you can be anywhere in India but a stable reliable internet connection, laptop and access to quiet workspace is a must.
- Reports to: Saumyaa, our Care Manager
- Work days: 5 days a week, typically Mon-Fri. The rota will also include working 1-2 weekends a month and out of hour emergency call responsibilities, published in advance. When you are assigned for a weekend you will get 2 weekdays off instead.
- Salary: 7-10 LPA depending on experience.
- Start: As soon as possible.
What else you get
- The chance to work directly with a small, passionate team, founders included
- 24 days of paid personal leave a year + 7 days of paid leave for festivals and occasions (you pick the ones you care about)
- A travel reimbursement of INR 15,000 once you have been with us a year
Please note: the role does not come with flexible hours. The whole point of it is being reliably there when an Explorer needs someone, so the rota is fixed and published well in advance.
How to apply
Everything starts with the form below. It should take you around 15-20 minutes, and it includes drafting a hypothetical message reply and a 60 second voice note. We read every response we get.
The form: https://form.fillout.com/t/hnXWWp2fFVus
What happens next
After the form, if we were to proceed with you, the next steps are:
- A task. Responding to three hypothetical situations: one on chat, one over email, and one a timed voice reply to a recorded emergency call. Together these should take you around an hour to do. It is the closest thing to the actual job, and it is where most of our decision gets made.
- An interview with the people you would work with, your manager and our operations lead in India. They’ll go through your task, run a short live roleplay, and talk about times things have gone wrong for you before.
- A final conversation with our founder.
- An offer, if it is a yes on both sides.
We hire for talent, hunger and the drive to make things happen, and we welcome people from every background.
We also aim to reply to everyone who applies and puts in the effort, with direct and honest feedback, and welcome questions if you have them at any stage.
Click on Apply to know more.