Support Services Group jobs

Quark Expeditions is the leading polar expedition travel company headquartered in Toronto, Canada. We operate cruises to Antarctica and Arctic regions (Greenland, North Canada, Svalbard) on board of 3 modern polar expedition ships – Ultramarine, Ocean Explorer, and World Explorer. Since 1991, Quark has been establishing a tradition of firsts in polar travel: as the first to transit the Northeast Passage with adventure travellers; the first to take travellers to the far side of Antarctica; and the first to circumnavigate the Antarctic continent with guests. Quark Expeditions is part of Travelopia, the world’s leading experiential travel business, owned by KKR.

We are looking to hire an After Sales Support Coordinator (Group Specialist) to join our team! Reporting to our Charter and Group Sales Director, you´ll be responsible for managing the full group booking journey, turning inquiries into confirmed bookings while delivering an exceptional experience for travel advisors, group organizers, and clients. In this role, you'll balance relationship-building, and operational coordination; providing tailored solutions, guiding partners through the booking process, and ensuring every detail is handled accurately from quotation through final payment. Working closely with internal teams and industry partners, you'll play a key role in driving revenue growth, maximizing group opportunities, and creating seamless travel experiences, all within a fast-paced and collaborative environment.

What we’ll offer:

• Competitive compensation
• Comprehensive health benefits
• Retirement savings plan with company contributions
• Generous paid time off allowance and birthday day off
• Flexible hybrid working schedules
• Parental leave and family-supportive policies
• Charity or volunteering time off
• Group-wide travel discounts

What you’ll do:

Sales & Booking Management

• Monitor group allotments and convert inventory into confirmed bookings before expiry deadlines.
• Maintain accurate sales activity, pipeline updates, and booking records in Salesforce.
• Process bookings accurately and efficiently in Softrip, in accordance with company standards.
• Partner with Business Development Managers (BDMs) to provide feedback on lead quality, conversion performance, and market opportunities.

Process & Inventory Management

• Follow established processes and procedures while identifying opportunities for continuous improvement.
• Monitor group inventory and berth allocations to support optimal utilization and revenue performance.
• Maintain accurate records of contracts, correspondence, and booking details.
• Collaborate with leadership to optimize inventory management and yield performance

Customer Service & Relationship Management

• Build and maintain strong relationships with travel advisors, group organizers, and internal stakeholders.
• Serve as the primary point of contact for group coordinators and travel partners throughout the booking process.
• Prepare and distribute professional, accurate contracts, proposals, and client communications.
• Deliver responsive, personalized service that encourages client satisfaction, loyalty, and repeat business.
• Resolve client concerns and escalations promptly and professionally.

Reporting & Administration

• Maintain consistent follow-up schedules and documentation within Salesforce.
• Prepare and analyze reports on sales performance, conversion rates, inventory utilization, and lead sources.
• Monitor and report on key performance metrics, including revenue generation, average booking value, response times, and conversion performance.
• Participate in team meetings, training sessions, and ongoing product education

What you’ll bring:

• Strong attention to detail, with the ability to maintain accuracy while managing multiple bookings, deadlines, and client requests.
• Self-motivated and proactive, with the ability to work independently and take ownership of responsibilities in a fast-paced environment.
• Experience using Salesforce or a similar customer relationship management (CRM) platform is considered an asset.
• Previous experience in the travel, hospitality, tourism, or related industry is a plus.
• Strong organizational and prioritization skills, with the ability to effectively manage competing priorities.
• Proven ability to multitask and adapt to changing business needs while maintaining a high level of service.
• Results-oriented mindset with a demonstrated ability to meet performance goals and deadlines.
• Receptive to feedback and committed to continuous learning and professional development.
• Collaborative team player with strong interpersonal skills and the ability to build positive working relationships across teams.

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

Travelopia ensures an inclusive workplace for all. If you need accessibility support during the recruitment process, please inform us here: Talent@Travelopia.com

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