Senior Customer Care Consultant ANZ

We’re looking for a passionate and experienced Senior Customer Care Consultant to join our Melbourne team and play a pivotal role in enhancing our customers on trip experiences. In this role, you’ll be the trusted voice behind the journey, leading investigations into trip feedback, resolving complex complaints and escalations, as well as supporting customers through sensitive and high-pressure situations. From managing post-trip concerns to responding quickly and efficiently during critical incidents, you’ll combine empathy with sharp decision-making to restore confidence and turn challenges into resolutions.  

If you’re an emotionally intelligent problem solver who enjoys a fast-paced, purpose-driven environment, this is your chance to make real impact. By collaborating closely with our Global Customer Care team, along with our Operations, Experiences and regional teams, you’ll help ensure every Intrepid journey ends as smoothly as it begins.  

This is a full-time, permanent position operating on a hybrid basis out of our Head Office on Collins Street in Melbourne paying up to $85,000 + super, and a range of benefits including one free Intrepid trip yearly, ability to earn company bonus and some fantastic travel discounts. 

Our Customer Care team operates globally, and some of your experience might include: 

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  At least 4 years experience in a dynamic, customer facing role  

  
  

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  At least 2+ years experience in complaint and complex case management  

  
  

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  Ability to handle a high pressure environment, whilst providing direction and decision making 

  
  

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  High emotional intelligence 

  
  

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  Excellent communication skills with the ability to cultivate internal and external relationships