Client Success and Communications Specialist

The Client Engagement & Success Lead is responsible for leading all client-facing communication and relationship management before and after each trip. This role serves as the first point of contact for prospective and confirmed travelers — managing the full lifecycle of engagement, from the initial inquiry to post-trip feedback. Reporting directly to the CEO, this person ensures that every client feels supported, informed, and valued throughout their experience with The World Within Us. The Client Engagement & Success Lead oversees The World Within Us (TWWU) mailbox, coordinates client calls, manages follow-ups, and ensures all client communications are timely, professional, and aligned with TWWU’s mission and voice. Key Responsibilities Client Communication & Engagement • Serve as the primary point of contact for all client inquiries through The World Within Us mailbox and other communication channels. • Respond promptly to emails and messages with professionalism, warmth, and accuracy. • Schedule and coordinate calls between clients, the CEO, and other team members as needed. • Maintain an organized and prioritized inbox system, ensuring timely follow-ups and clear categorization of inquiries. • Draft and send client communications, confirmations, and updates using TWWU’s brand tone and templates. • Track all client interactions and maintain up-to-date communication logs for transparency. Client Journey Coordination • Guide clients through the pre-trip process, ensuring smooth transitions between inquiry, booking, and planning phases. • Collaborate with the Journey Proposal Lead and Travel Strategy & Operations Lead to confirm trip details and ensure all client questions are addressed prior to handoff. • Ensure accurate and timely transfer of client information to the Journey Manager before trip departure. • Initiate group chats connecting clients with their Journey Manager and on-the-ground guide prior to travel, ensuring all parties are properly introduced. • Communicate urgent updates — such as itinerary or accommodation changes — to clients in coordination with the Journey Manager and internal teams. • After the trip, send personalized follow-up emails thanking clients, gathering feedback, and scheduling post-trip reflection calls. • Coordinate post-trip feedback calls between the client and CEO to collect insights, testimonials, and improvement opportunities. • Track client satisfaction and identify opportunities to improve engagement and communication workflows. Tools & Systems • Hubspot / Gmail / TWWU Mailbox – Client communication and management • Google Calendar & Suite – Scheduling, documentation, and collaboration • Monday.com – Workflow and task management • Canva – Client-facing materials and branded visuals Qualifications • 3+ years of experience in client communications, customer success, or executive support (travel or hospitality industry preferred). • Exceptional written and verbal communication skills with strong emotional intelligence and attention to tone. • Highly organized and capable of managing multiple inquiries and schedules simultaneously. • Experience managing inboxes, calendars, and client correspondence for leadership or client-facing teams. • Proactive, dependable, and calm under pressure with a solutions-oriented mindset. • Strong technical proficiency in communication, scheduling, and collaboration tools. • Passion for sustainable travel, cultural exchange, and meaningful client experiences. Time Commitment: Part-time (approximately 10–15 hours per week) with potential for growth as the company expands. • Flexible schedule with required availability between 11 AM – 2 PM EST. Apply tot his job