Job Description
Co-founded by Peter Duncan, ex-UK Chief Scout and BBC Blue Peter man, and Alex Pazderski, an avid hiker and acclaimed expedition kayaker, we are among the best experts in organizing walking & cycling holidays and adventure trips for independently-minded people. Starting in 2009, by developing several pioneering trekking itineraries in the Balkans, we now offer 780+ self-guided walking holidays and cycling tours as well as a range of meticulously curated small group and privately guided tours, family and discovery trips. We serve our customers anywhere they go, providing 24⁄7 support.
The Role
The primary purpose of this role is to support the Product team and provide exemplary service to our customers throughout the post-booking journey. As the Natural Adventure Operations Specialist for Western Europe, you will manage bookings, arranging accommodation, transfers, and travel documentation while maintaining regular communication with travellers.
You will act as a destination expert, working closely with our Sales and Product teams to ensure a seamless customer experience across Spain, Italy, and other destinations within the Western European team as required.
Your responsibilities will include:
Managing all operational aspects of the trips, including arranging accommodation, transfers, and luggage transfers while ensuring every detail of the trip is correctly organised in our systems
Managing all customer support requests and trip-related questions between booking confirmation and departure, providing clear, timely, and helpful communication to ensure customers feel confident and well-prepared for their trip
Quickly finding solutions to operational challenges such as supplier errors, accommodation closures, or travel disruptions
Monitoring balance payments to ensure they are received on time and invoiced correctly
Preparing and sending pre-departure materials and travel documentation, including uploading information to our app and ensuring trips are fully organised in our systems
Taking weekly shifts on the emergency phone line to support customers currently travelling (typically 2–3 shifts per year)
Reviewing post-trip customer feedback and sharing insights with Sales and Product teams to support continuous improvement
Building and maintaining strong relationships with local suppliers to ensure The Natural Adventure remains a preferred partner
Experience in fast paced reservations or operations roles where you have demonstrated your ability to understand customer needs and find solutions is mandatory
Experience with booking systems, help desk and chat software
Strong communication skills (email, phone, and written content) with fluency in Spanish and Italian and a high level of English
Outstanding organizational skills and attention to detail
Self-motivated and able to work independently while collaborating with a remote team
Strong problem-solving skills and adaptability in a fast-paced environment
Friendly, professional demeanour with a high level of personal integrity
Commitment to responsible travel and sustainability, aligning with our company values
Remote position with flexible working hours
Freelance contractor agreement with competitive compensation and perks
Opportunities for professional growth in a rapidly expanding adventure travel company
Outstanding learning and development opportunities
Collaborative, multinational team with a passion for responsible and adventure travel
The deadline for applications is 23 March 2026.
All applications for this position must be submitted in English. CVs and responses in Spanish or Italian will not be reviewed.
