.Emergencies & Disruptions SpecialistThis is a full-time, fully remote position (Mexico) with Walks & Devour.The position will require weekend work, with 2 days off during the week instead. Shift time: 7am-4pm (CST)Company Summary:Walks is a leader in the tours and activities industry, founded in Rome, offering unique and memorable travel experiences across the globe. A member of the US-based travel group City Experiences, Walks has joined forces with Devour Tours, Europe's premier food and wine tour operator, with a shared mission to create amazing experiences for our guests across both brands.Join us in shaping the future of tours and activities. We're seeking smart and ambitious individuals who want to be part of something fast-paced and exciting. With us, you'll have room to grow and develop. Our culture is laid-back yet professional, fostering a collaborative and approachable environment. We celebrate diversity, creativity, and dynamism.If you're ready to embark on an exciting journey, where you can make a difference and leave your mark, we'd love to receive your application.About you:We are looking for a proactive problem-solver to manage disruptions to our tours, someone who loves to dive into the detail, gathering all the information required in search of the best possible outcome. Your initiative, effective communication skills and ability to multi-task will be key to success in this position.About the opportunity:As our operations continue to grow internationally, we've created a new team of Emergencies and Disruptions Specialists to support our In-Destination staff and vendors in dealing with disruptions to our tours.You'll work with our Central Operations and In-Destination teams to manage pre-tour disruptions that come up, for tours across 9 different countries. Additionally, you'll collaborate with guides, tour coordinators and our Contact Center in real time to provide solutions to any on-tour issues. Guide and vendor relationships, as well as guest satisfaction, are crucial in providing the memorable experiences we're known for at Walks and Devour - and you'll be a key player in making that magic happen!Offer exceptional support to ground staff, guides, coordinators, and vendors through dedicated channels – via messages, phone calls, and Slack communication.Collaborate with Contact Center to resolve and address issues that may arise before and during our tours.Work closely with Central Operations and In-Destination teams to maintain efficient and effective emergencies procedures, solve ticketing issues, and find solutions for unforeseen disruptions.Report to the Feedback team on tours affected by disruptions, making sure clients' complaints can be properly addressed.Handle disruptions and challenges while remaining calm and composed and maintain effective communication both within and outside the team