Online Engagement Specialist

Online Engagement Specialist

We are seeking a highly engaging, customer-focused, and proactive Online Engagement Specialist to become the first point of contact for visitors exploring one of the leading destination wedding travel platforms in North America.

This role combines real-time customer interaction with live chat technology to engage prospective clients, answer questions, qualify leads, and guide visitors toward scheduling a consultation with a Destination Wedding Specialist.

More than simply responding to chats, you'll play a critical role in generating qualified leads, creating exceptional customer experiences, and helping couples take the first step toward planning one of the most memorable events of their lives.

The ideal candidate is an outstanding communicator with exceptional written English, thrives in fast-paced environments, enjoys multitasking, and knows how to build meaningful customer interactions that convert interest into scheduled consultations.

This is a new position within the organization, offering the opportunity to help shape best practices, contribute ideas, and make a meaningful impact as the team continues to grow.

What You'll Do

Live Chat & Customer Engagement

• Serve as the first point of contact for website visitors through live chat.
• Engage prospective clients in real time using a friendly and consultative approach.
• Respond to customer questions about destination weddings, travel services, and the planning process.
• Personalize conversations to deliver an exceptional customer experience.
• Build rapport with visitors and encourage continued engagement.

Lead Qualification & Appointment Scheduling

• Engage with prospective clients to understand their travel and wedding planning needs.
• Collect and update customer information accurately within the CRM.
• Qualify leads and connect them with the appropriate Destination Wedding Specialist.
• Schedule consultations and ensure clients receive all necessary follow-up communications.
• Support a seamless transition from initial inquiry to specialist consultation.

Customer Experience & Performance

• Manage multiple live chat conversations simultaneously while maintaining exceptional response times and service quality.
• Support engagement and lead conversion through personalized interactions.
• Contribute to improving chat messaging, workflows, and customer experience.
• Collaborate with internal teams to continuously optimize performance and conversion rates.

Collaboration & Continuous Improvement

• Work closely with Marketing and Sales teams to improve customer engagement strategies.
• Share customer insights and feedback to enhance chat performance.
• Help identify opportunities to improve operational efficiency and lead generation.

What We're Looking For

Required Qualifications

• C1 English proficiency or higher (written and spoken) is REQUIRED.
• Outstanding written communication skills with excellent grammar and spelling.
• Minimum 2 years of experience in:
• Live Chat Support
• Customer Support
• Customer Success
• Online Sales Support
• Lead Qualification
• Experience interacting with customers through live chat, messaging platforms, or CRM systems.
• Typing speed of 60+ WPM .
• Ability to confidently manage multiple customer conversations simultaneously in a fast-paced environment.
• Tech-savvy with the ability to quickly learn new platforms and digital tools.
• Excellent organizational skills and attention to detail.
• Ability to work independently in a fully remote environment.

Preferred Qualifications

• Experience within:
• Travel
• Hospitality
• Tourism
• Wedding Industry
• Experience using live chat software and CRM platforms.
• Experience scheduling appointments for sales teams.
• Previous experience supporting U.S.-based customers.

What Success Looks Like

• Increase qualified lead generation.
• Improve consultation booking rates.
• Deliver an exceptional customer experience through live chat.
• Successfully manage multiple concurrent conversations while maintaining quality and responsiveness.
• Increase visitor engagement and conversion.
• Help drive the growth of confirmed destination wedding events.

Why Join Us?

• Competitive compensation in USD.
• 10 paid days off annually (prorated during the first year).
• Fully remote contractor opportunity.
• Join a collaborative and growing team.
• Opportunity to make a direct impact in a newly created position.
• Long-term career growth within the travel and hospitality industry.
• Dynamic, technology-driven environment focused on delivering exceptional customer experiences.

Important Notes

• Applications may not be considered if candidates:
• Do not meet the C1 English requirement.
• Do not demonstrate excellent written English skills .
• Have typing speeds below 60 WPM .
• Lack experience managing multiple live customer conversations simultaneously.
• Are unavailable to work the required Eastern Time (EDT) schedule.
• This is a remote/telecommute position.