Guest support
The Opportunity
Toonie Tours is a fast-growing tourism company operating across multiple cities, with strong inbound demand and an exciting growth trajectory ahead. This role is the front door of the brand, and we’re building more than a traditional customer service team — we’re building a fast-moving, guest-focused operations and experience team that plays a key role in delivering exceptional tours and memorable experiences every day.
As we continue to grow, we’re looking for calm, organized, and personable individuals who are excited to grow alongside the business and contribute to a positive, high-performing team environment. This role is ideal for someone who thrives in a fast-paced setting, communicates clearly under pressure, and enjoys being the person who keeps things running smoothly behind the scenes.
You’ll support guests across phone, email, SMS, and webchat, while also coordinating real-time tour operations with guides and city teams to resolve issues quickly and professionally. For the right person, this is an exciting opportunity to join a company at a major growth stage, contribute to improving systems and processes, and grow long term within a dynamic tourism business.
This role is fully in-person at our downtown Calgary office, as we strongly value human connection, real-time collaboration, and creating a welcoming, personable experience for both guests and team members alike.
Schedule (Please Read)
This role has two seasonal schedules:
Peak season (June 21 – Sept 30): coverage window is 6:00am MT – 7:30pm MT
Off-season: coverage window is 6:00am MT – 3:30pm MT
We assign shifts within these windows. Weekend rotation is required.
Your Mission
Deliver fast, accurate, kind support while keeping tours running smoothly in real time.
You will:
- resolve guest issues quickly and correctly
- coordinate day-of tour changes using our schedule tools and guide contacts
- close loops so nothing drops
- document what works so the system improves every week
What You’ll Own
Guest Support
- Answer guests via phone, SMS, email, and webchat
- Resolve common issues: meeting points, tour start times, reschedules, booking changes, policies
- Use templates and follow policy accurately (details matter)
- Escalate appropriately when needed (refund exceptions, safety, reputational risk)
Tour Coordination (Day-of Operations)
- Monitor and coordinate from FareHarbor (live schedule and bookings)
- Handle late guest scenarios by contacting guests and guides and documenting outcomes
- Coordinate meeting point confusion and last minute updates
- Communicate quickly with guides and city leads using internal channels (Google Chat or similar)
- Keep clean notes so the team stays aligned
Revenue Protection and Routing
- Recognize private tour, group, and custom requests and route them correctly with complete info
- Help “save” bookings when a guest is considering cancelling
Systems and Playbooks
At Toonie Tours, everyone contributes to playbooks and training. Part of this role is documenting what works and turning it into checklists, templates, scripts, and SOPs so the business improves every week, not just gets busier.
Tools You’ll Use
- Google Workspace (Gmail, Calendar, Drive)
- RapidLeadsPro (GoHighLevel) for SMS and communications
- Phone system, shared inbox, webchat
- FareHarbor for tour schedules and bookings
- Guide schedules and city lead contacts
- Internal chat (Google Chat / RLP)
Bonus if you enjoy working with AI tools and helping improve a knowledge base for automated support.
Your Scorecard (How We Measure Success)
- Fast response times across channels (phone, SMS, email, webchat)
- Accurate information and high QA score (wrong info creates chaos)
- Strong resolution time and low reopen rate
- High CSAT (guests feel taken care of)
- Smooth tour coordination outcomes (late guests, day-of changes)
- Booking save rate (reduce cancellations where possible)
- Correct routing of sales-eligible inquiries with complete details
- Regular contributions to playbooks, scripts, and training
You’ll Thrive Here If
- You are calm, kind, and confident under pressure
- You communicate clearly and close loops without reminders
- You can handle multiple channels and prioritize fast
- You are detail oriented and care about accuracy
- You are resourceful and not entitled; you do what it takes
- You enjoy systems, templates, and improving how things work
- You can coordinate in real time and keep a cool head
This Role Is Not For You If
- You dislike fast-paced guest communication
- You avoid phone calls or real time coordination
- You need constant direction to get moving
- You struggle to document and follow process
- You feel unglamorous tasks are beneath you
How to Apply (Through Indeed Only)
Please submit all items in your Indeed application. We do not accept applications by email.
- 2 to 3 minute video: who you are, why this role, and a story where you stayed calm and took ownership under pressure
- Short writing sample (200 to 400 words): respond to this scenario:
- “A guest is 12 minutes late to a tour. The guide is texting you. The guest is upset. Walk us through what you do and the messages you would send.”
- Resume
- Wage expectations
Applicants must be legally eligible to work in Canada.
Job Type: Full-time
Pay: $19.00-$24.00 per hour
Benefits:
- Company events
- Discounted or free food
- Store discount
Application question(s):
- Can you work a schedule that supports our seasonal coverage windows?
Peak season (June 21–Sept 30): within 6:00am MT–7:30pm MT
Off-season: within 6:00am MT–3:30pm MT
- Are you comfortable being measured on response times, accuracy, and documentation (QA)?
- A guest is late. The guide is texting you. Another guest is asking to reschedule. What is your triage order, and what messages would you send first?
(150–300 words)
- At Toonie Tours, everyone contributes to playbooks and training. Give an example of something you would document or improve in your first month in this role.
(100–200 words)
- What types of tasks do you avoid or strongly dislike? Why?
(50–150 words)
- Please paste a video link here that introduces you and explains why you think you'd be a good fit for the position.
Experience:
- Customer service: 5 years (required)
- Sales: 3 years (preferred)
Language:
- Portuguese (preferred)
- Spanish (preferred)
Work Location: In person
