PLOTPACKERS
Data Entry & Customer Experience Assistant
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Location: Central London HQ
Full time, 5 days a week in office
Plotpackers is a fast-growing travel-tech company built around one idea: the best trips happen in good company. We design curated experiences to bring people together in real life.
We're a small, hands-on team, which means everyone's work is visible, everyone's ideas count, everyone supports each other whenever needed and everyone occasionally ends up in front of a camera. If you love travel, love people, and love the satisfaction of a perfectly organised spreadsheet, keep reading.
The Role
We are hiring a Customer Experience & Data Entry Assistant to support two connected areas of the business: maintaining and improving our trip and product data, and delivering great customer service. Day to day, this includes accurately inputting and updating trip listings, pricing and itineraries, writing or refining copy that presents each trip clearly and appealingly, and responding to customer enquiries throughout the booking process.
But most importantly, the right candidate:
- Is willing to be flexible and adapt to a fast-paced environment
- Understands this is a ground floor opportunity to join an ambitious team backed and with direct access to the expertise of world-class entrepreneurs.
- Is excited at the prospect of progressing within the business and redefining an industry.
- Is highly collaborative, with high ownership and accountability, and loves direct feedback.
- Works at high-speed without compromising attention to detail.
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What You'll Do
- Own the data. Accurately input and maintain booking, customer and trip information across our systems - the kind of person who spots a mistake before anyone else does.
- Make systems work. Keep our processes, trackers and tools running smoothly, and speak up and implement with assistance from our tech team with better ways of doing things when you spot them.
- Support our travellers. Answer customer queries via email, chat and phone with warmth, patience and speed - from "what should I pack?" to "can I change my dates?"
- Write copy that sells the dream. Help write and polish trip descriptions, FAQs and customer messages that make a 12-day trip through Vietnam sound exactly as good as it is.
- Solve problems fast. Things go wrong on trips sometimes - flights, weather, last-minute changes. You'll be part of the team that calmly sorts it out.
- Champion the customer experience. Genuinely care about making every traveller's journey with us feel personal, easy and memorable, from first enquiry to trip debrief.
- Show up for the brand. Be part of our content - think casual clips, team takeovers or customer story features on Instagram and TikTok. Camera confidence is a bonus, not a barrier.
- Process invoices and payments. Accurately process partner invoices and keep payment records up to date.
- Liaise with the tech team. Log tickets for issues you notice or that are raised by the wider team, and track their progress through to resolution.
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What You'll Bring
- Sharp attention to detail - typos, mismatched dates and booking errors don't get past you
- Experience in customer service, admin, data entry or the travel industry a plus but not essential.
- Strong organisational skills and the ability to juggle multiple queries, bookings and deadlines at once
- Confident, engaging copywriting skills
- A genuine love of helping people and shaping great customer experiences on the phone, email or IRL
- A problem-solver's mindset
- Comfort with being part of a small, fast-paced start-up, including appearances in social content
- A real interest in travel and bringing communities together in real life
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