About the Role
WalksDevour is a high-end tour operator, delivering best-in-class food tours, special access sightseeing tours, and day trips across Europe and North America. Our team is remote and geographically-dispersed, but connected by a passion for creating core memories for our guests.

Travel is an exciting industry but one of constant disruption. On any given day we're dealing with tour guides calling in sick last minute, site closures at major attractions, or rough waters on the Amalfi Coast. Our Guide & Guest Support Team are at the forefront of resolving these problems. They find replacement guides, work with guests to find alternative tours and times, or with operations to find and communicate alternative itineraries – all so our guests’ experiences are smooth on the surface (no matter how hard we paddle underwater). They also interface directly with guests on standard issues such as, helping them find their meeting points or reunite with their guides when lost.

We're looking for an experienced leader to take ownership of this function.



You'll work in a complex system of stakeholders including local operations, sales, marketing and technology. This is a service and operations role, not a sales role: your focus is resolving customer issues quickly, consistently and well.
You will own the Guide & Guest Support Team end to end — people, processes, workforce planning and the Zendesk, Tour Optima and Talkdesk platforms that underpin them. You will turn data into decisions, keep service levels on target, and build a team that customers and colleagues can rely on.

Key Responsibilities

Guest Support Operational performance
• Run daily contact centre operations across voice, email, chat and messaging channels.
• Own and report on core KPIs: service level, average speed of answer, abandonment rate, AHT, first contact resolution, CSAT and NPS.
• Monitor real-time queues and make intraday decisions to protect service levels.
• Identify root causes of contact dema

📌 Tour Guide (Madrid)
🏢 WalksDevour
📍 Madrid