About the role...
Do you have a passion for educational travel, a solid grasp of world geography,
and a gift for crafting clear, thoughtful writing? If so, we want to hear from
you!
At Road Scholar, we are committed to fostering a culture of inclusivity and
belonging. We believe that by valuing a wide range of perspectives and
experiences, we create a stronger, more innovative organization that reflects
the communities we serve.
In addition, we are dedicated to being an environmentally sustainable
organization. From the way we design our programs to how we operate as a team,
we are striving to reduce our environmental impact and create a positive legacy
for future generations.
We’re looking for a motivated, empathetic, and experienced email specialist to
join our Digital (Email) Communications Team; a specialized group within the
Participant Services Team at the Road Scholar Contact Center. Our mission is to
provide exceptional support to our participants through timely, personalized
email communication.
In this role, you'll connect with participants (our term for customers) at every
stage of their journey, from answering program questions to helping them select
the right destination. You’ll ensure they feel informed, supported, and truly
cared for.
As an email specialist, you'll use your strong writing skills to create
meaningful interactions that reflect our values as a nonprofit organization
committed to lifelong learning through travel. You’ll thrive in this role if
you're a positive, service-minded communicator who enjoys solving problems and
making a genuine difference in people’s lives, one email at a time.
The ideal candidate will possess exemplary written communication skills, ability
to multitask in a fast-paced environment, superior customer service skills,
creativity, flexibility, and passion for learning about Road Scholar
destinations and programs.
Road Scholar offers a remote work environment. The compensation rate for this
hourly/non-exempt position is $22.50.
For serious consideration, please submit a cover letter with your resume telling
us why you're interested in the position
In this role, you will...
Represent Road Scholar’s brand through thoughtful, accurate, and efficient
email communication, ensuring each participant feels informed, supported, and
valued.
Craft clear, empathetic written responses that align with Road Scholar’s
voice, tone, and brand standards.
Provide high-touch service to promote program enrollments, resolve technical
issues, and ensure overall participant satisfaction.
Proactively offer creative, personalized solutions to complex participant
needs, aiming for one-interaction resolution and long-term loyalty.
Demonstrate empathy, patience, and professionalism in every interaction,
fostering trust and building lasting relationships with our participants.
Maintain ownership of each participant interaction by verifying information,
utilizing internal tools and resources, and applying a strong knowledge of
Road Scholar’s mission, offerings, and policies.
Utilize CRM systems and email management platforms to track participant
interactions, document cases, and ensure timely follow-up.
Mentor new team members, contributing to their development while continuing
to grow your own skills.
Achieve monthly individual and team performance goals in alignment with
company standards and strategic objectives.
Contribute to a culture of innovation by sharing ideas to improve processes,
communication workflows, and the overall participant experience.
Monitor and uphold email quality and service standards through regular
feedback, peer reviews, and self-assessment.
Identify, monitor, and report on website, social media, and
technology-related issues, providing participant insights to help improve the
digital experience.
Attend and actively participate in ongoing training to stay up to date on
Road Scholar products, systems, and procedures.
Handle a high volume of email correspondence daily, prioritizing quality,
accuracy, and efficiency.
Take inbound calls during “all hands-on deck” moments and make outbound calls
when necessary to deliver exceptional support.
Adapt to changing priorities and workloads in a fast-paced, mission-driven
environment with a positive, solution-focused attitude.
Collaborate with cross-functional teams (e.g., Marketing, IT, Program
Development) to resolve participant concerns and support broader service
initiatives.
We're seeking...
Bachelor’s degree preferred and/or comparable work experience.
2-4 years’ experience in customer service, communications, or email support
role; call center, travel services, nonprofit, or education-related
environment is a plus.
2-4 years’ proven ability to handle high-volume, high-quality email
communications, experience with CRM systems (e.g., Salesforce) and
email/ticketing platforms.
Proven experience resolving customer issues through written communication,
with attention to tone, empathy, and brand voice.
Ability to type 50–70 words per minute with a high level of accuracy.
Successfully manages multiple responsibilities while meeting deadlines,
working and adapting effectively to time-sensitive demands and unexpected
interruptions.
Excellent organizational and problem-solving skills, with the ability to
retain, organize and access large amounts of information.
Comfortable working both independently and within a collaborative, team-based
environment.
Positive attitude with high energy, adaptability, and resilience in a
constantly evolving work environment.
Exceptional attention to detail in grammar, spelling, and formatting to
ensure professional and brand-consistent email communication.
Receptive to coaching and performance feedback; ability to adjust tone or
approach based on evolving guidelines and team input.
Strong time management skills with the ability to prioritize tasks in a
fast-paced, high-volume email environment.
Accurate data entry skills for documenting participant interactions, case
notes, and follow-up actions in CRM systems.
Willingness to stay current on evolving travel programs, participant needs,
and internal tools/procedures through ongoing learning and training.
Ability to work independently while exercising sound judgment and
decision-making within defined guidelines.
Proficiency in Microsoft® Office, Salesforce, Spekit, Zoom, and other
cloud-based platforms; able to quickly learn new systems as needed.
Must be able to work from home with a reliable high-speed internet connection
and direct Ethernet connectivity (Wi-Fi is not supported for work systems).
Why join the Road Scholar Team...
We offer a competitive compensation and benefits package!
Medical, Dental and Vision Insurance (with a substantial employee subsidy!)
403(b) Retirement Plan with a company match of 5% after 1 year of employment!
Up to 20 days of PTO annually, accrued every payroll cycle
Enjoy a paid week off, in addition to your PTO, at the end of December to
enjoy the holiday season!
A generous employee discounts on our programs
As a Road Scholar employee, you can opt-in to receive an IATA membership
We take professional development seriously which is why we provide LinkedIn
Learning access to all employees amongst other professional development
opportunities
That’s right, we’re fully remote!
To learn more about our benefits offerings, check us out
at https://www.roadscholar.org/careers/
[https://www.roadscholar.org/careers/]
For serious consideration, please submit a cover letter with your resume telling
us why you're interested in the position.
Equal Opportunity Employer
Road Scholar supports diversity in our staff, participants, and programs. An
Equal Opportunity Employer Road Scholar values and supports individual
differences and strives to create an environment that contributes to the success
of both the individual and the organization. As an Equal Opportunity Employer,
we consider applicants for all positions without regard to race, color,
religion, gender, national origin, age, sexual orientation, pregnancy, illness,
marital or veteran status or disability or any other status protected by
applicable law.
Cybersecurity
At Road Scholar, we are committed to cybersecurity and to providing a safe
experience for job seekers. All official communication regarding employment
opportunities will come exclusively via email from the official Road Scholar
domain or from our applicant tracking system URL recruiting.ultipro.com. We
never conduct interviews through texting applications or instant messaging
platforms. If you receive an employment offer or other correspondence from an
individual at Road Scholar you have not met, or from a non-Road Scholar email
domain, it may be a phishing attempt.