Zicasso

Customer Support

• Perform data entry with high accuracy (e.g. enter data provided directly from customers and colleagues, update existing data, verify data by comparing it to source documents, etc.)
• Organize and coordinate traveler reviews process, ensuring timely follow-ups, reviewing, etc.
• Maintain our travel insurance program, generate insurance quotes, and provide travelers with appropriate information
• Coordinate flight requests with flight specialists
• Engage and communicate effectively with travelers through various channels, including online chat or other methods as needed
• Prepare and modify documents including correspondence, reports, drafts, and emails
• Assist Zicasso’s Care Team members with various administrative tasks
• Assist in resolving and tracking customer opportunities
• Learn to utilize Zicasso’s data, analytics, and technology to create new standards of customer success and excellence for the luxury travel industry.

Traveler Care Support Specialist, Luxury Travel

Recruitment

• Full-Cycle Global Recruitment: Manage the end-to-end recruitment lifecycle for a variety of roles across the US and international markets.
• Compensation Benchmarking: Conduct proactive market research and salary benchmarking to ensure our offers are competitive, equitable, and data-backed across different global jurisdictions.
• Hiring Manager Advisory: Act as a strategic partner to leadership, providing "talent market maps" and data-backed insights to help refine role requirements and interview rubrics.
• Data-Driven Sourcing: Develop and execute advanced sourcing strategies using LinkedIn Recruiter, Boolean logic, and AI tools to identify high-potential passive talent.
• Metric Optimization: Track and report on key recruiting KPIs—including Time-to-Fill, Source Effectiveness, and Offer Acceptance Rates—to identify bottlenecks and improve efficiency.
• Employer Branding: Craft compelling narratives that highlight our AI-first culture to attract top-tier global talent.

Talent Acquisition Specialist

Human Resources

• Partner with the HR team and hiring managers to scale our recruitment efforts, including screening applicants, scheduling and conducting interviews and managing candidate pipelines.
• Facilitate the onboarding experience for new hires, ensuring they are integrated into our culture, equipped with the right tools, and set up for success from day one.
• Continuously iterate on onboarding programs to create a "best-in-class" experience that feels locally relevant yet globally aligned.
• Assist in the day-to-day administration of HR tasks, including benefits enrollment, leave management, and maintaining up-to-date employee records in our HRIS.
• Leverage AI, automation, and system enhancements to reduce manual work, improve data accuracy, and elevate team member experience.
• Conduct proactive audits of our HR practices against current labor laws, ensuring our policies are not just compliant, but reflect modern best practices.
• Collaborate on performance review cycles and take ownership of the preparation and delivery of impactful training materials for manager development sessions.
• Act as a reliable point of contact for employee inquiries, ensuring questions regarding policies and benefits are answered promptly and accurately.
• Support company culture initiatives, company events and contribute to special HR projects as needed.

HR Generalist

• Provide exceptional customer service to travelers by taking ownership of their inquiries and becoming a trusted advisor throughout their use of Zicasso services. This includes assessing and solving incoming traveler inquiries via phone, live chat, messages and email.
• Build trusted, long-lasting relationships with discerning luxury clients to strengthen their confidence in Zicasso. This involves assisting and serving clients in a way that meets their needs and exceeds their expectations.
• Ensure a high level of inquiry conversion by demonstrating expertise in consultation, product knowledge, and the benefits of using Zicasso. This includes speaking with travelers via phone calls (and sometimes video), helping them understand how Zicasso works, and providing guidance for their travel needs.
• Participate in cross-functionally with the Partnerships, Product, and Marketing teams to integrate best practices and solutions for the client's experience and/or issues that may arise.
• Partner with the Care Team leadership on projects and initiatives to solve problems and create innovative solutions.
• Leverage Zicasso’s data, analytics and technology to set new standards for customer success, driving innovation and excellence for the luxury travel industry.
• Provide consultation and advice to move general inquiries to destination-specific trip requests.
• Coach and mentor team members as needed.

Traveler Care Support Specialist, Luxury Travel

Talent Acquisition Specialist

HR Generalist

Traveler Care Specialist, Luxury Travel