Guide Experience & Support Lead
Top Benefits
About the role
About See Sight Tours
For over 18 years, See Sight Tours has delighted travelers with unforgettable, small-group experiences from Niagara Falls to Vancouver—and we're just getting started. Our secret? Exceptional local guides who turn every tour into something special. As we grow, we're committed to keeping our frontline team engaged, enthusiastic, and exceptional—because great guides truly make all the difference.
The Role in One Sentence
Support the Operations Manager in coordinating guide scheduling, engagement, and performance tracking for 120+ guides in 22 cities—helping make sure each guide has what they need to deliver amazing guest experiences.
What You’ll Do
- Scheduling Assistance: Help maintain and update guide schedules across cities and time zones, assisting with shift changes, availability, and coverage.
- Performance Support: Monitor dashboards and performance data (attendance, sentiment, compliance), flagging issues to the Operations Manager and Head Guides.
- Recognition Support: Assist in implementing the Guide Rewards program—tracking milestones, prepping rewards, and celebrating top performers.
- Communication & Coordination: Be a point of contact for guide-related questions, helping relay updates and support from the Operations team.
- Evening & Weekend Support: Provide occasional coverage during evenings/weekends in peak season (especially summer), with support from other team members.
- Tool Use & Admin: Use tools like Discord, Rippling, Excel/Google Sheets, and internal dashboards to track data, input updates, and support decision-making.
- Seasonal Projects: Assist with off-season projects like SOP updates, training reminders, and guide engagement surveys—under the guidance of the Operations Manager.
Success Looks Like
- Accurate and up-to-date guide schedules.
- Timely communication and support for Head Guides and frontline teams.
- Smooth reward program execution.
- Fast issue escalation to the Operations Manager.
- Increased guide engagement and satisfaction over time.
You’ll Thrive Here If You Have:
Must-Have:
- 1–2 years of experience in tourism, hospitality, customer service, or team coordination.
- Comfortable with spreadsheets (Excel or Google Sheets) and digital communication tools.
- Strong attention to detail and organizational skills.
- Great communication skills—empathetic, clear, and responsive.
- A calm, can-do attitude in busy or fast-changing environments.
Nice-to-Have:
- Experience with team scheduling, performance tracking, or rewards programs.
- Familiarity with remote team communication tools (Discord, Slack, etc.).
- Interest in tourism, guest experience, or frontline operations.
Position Details
- Reports To: Operations Manager
- Team Collaboration: Works closely with the Operations Manager, Head Guides, and other support staff
- Direct Reports: None
Why See Sight Tours
- Be part of a high-impact team shaping frontline culture and guest experiences.
- Join a mission-driven company that values service, fun, and memorable travel.
- Opportunities for growth within the organization
- Get exclusive access to tours and fam-trip perks.
Ready to support amazing guide experiences?
Apply now with a short note about what makes you a great coordinator or team support—and if you’ve helped improve team communication, performance, or morale in the past, we’d love to hear about it.
Job Type: Full-time
Pay: From $17.20 per hour
Expected hours: 40 per week
Benefits:
- Casual dress
- Company events
- On-site parking
Flexible language requirement:
- French not required
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Ability to commute/relocate:
- Niagara Falls, ON: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Expected start date: 2025-07-01
About Tripshepherd
Tripshepherd—the ultimate travel platform redefining how the world explores.
Built on authenticity, innovation, and local expertise, Tripshepherd connects travellers with carefully curated experiences led by passionate, knowledgeable guides.
Founded by Daud Grewal, the visionary behind the acclaimed See Sight Tours, Tripshepherd is the next evolution in meaningful travel—combining insider access with personalized adventures in iconic destinations around the globe.
With immersive storytelling, local insight, and thoughtfully designed tours, Tripshepherd is more than a travel app—it’s a movement. A global vision with a personal touch, focused on transforming travel through human connection, sustainability, and unforgettable memories.
Follow along as we get ready to launch with exclusive events in Niagara Falls, New York, and Bali—and be part of the future of travel.
Guide Experience & Support Lead
Top Benefits
About the role
About See Sight Tours
For over 18 years, See Sight Tours has delighted travelers with unforgettable, small-group experiences from Niagara Falls to Vancouver—and we're just getting started. Our secret? Exceptional local guides who turn every tour into something special. As we grow, we're committed to keeping our frontline team engaged, enthusiastic, and exceptional—because great guides truly make all the difference.
The Role in One Sentence
Support the Operations Manager in coordinating guide scheduling, engagement, and performance tracking for 120+ guides in 22 cities—helping make sure each guide has what they need to deliver amazing guest experiences.
What You’ll Do
- Scheduling Assistance: Help maintain and update guide schedules across cities and time zones, assisting with shift changes, availability, and coverage.
- Performance Support: Monitor dashboards and performance data (attendance, sentiment, compliance), flagging issues to the Operations Manager and Head Guides.
- Recognition Support: Assist in implementing the Guide Rewards program—tracking milestones, prepping rewards, and celebrating top performers.
- Communication & Coordination: Be a point of contact for guide-related questions, helping relay updates and support from the Operations team.
- Evening & Weekend Support: Provide occasional coverage during evenings/weekends in peak season (especially summer), with support from other team members.
- Tool Use & Admin: Use tools like Discord, Rippling, Excel/Google Sheets, and internal dashboards to track data, input updates, and support decision-making.
- Seasonal Projects: Assist with off-season projects like SOP updates, training reminders, and guide engagement surveys—under the guidance of the Operations Manager.
Success Looks Like
- Accurate and up-to-date guide schedules.
- Timely communication and support for Head Guides and frontline teams.
- Smooth reward program execution.
- Fast issue escalation to the Operations Manager.
- Increased guide engagement and satisfaction over time.
You’ll Thrive Here If You Have:
Must-Have:
- 1–2 years of experience in tourism, hospitality, customer service, or team coordination.
- Comfortable with spreadsheets (Excel or Google Sheets) and digital communication tools.
- Strong attention to detail and organizational skills.
- Great communication skills—empathetic, clear, and responsive.
- A calm, can-do attitude in busy or fast-changing environments.
Nice-to-Have:
- Experience with team scheduling, performance tracking, or rewards programs.
- Familiarity with remote team communication tools (Discord, Slack, etc.).
- Interest in tourism, guest experience, or frontline operations.
Position Details
- Reports To: Operations Manager
- Team Collaboration: Works closely with the Operations Manager, Head Guides, and other support staff
- Direct Reports: None
Why See Sight Tours
- Be part of a high-impact team shaping frontline culture and guest experiences.
- Join a mission-driven company that values service, fun, and memorable travel.
- Opportunities for growth within the organization
- Get exclusive access to tours and fam-trip perks.
Ready to support amazing guide experiences?
Apply now with a short note about what makes you a great coordinator or team support—and if you’ve helped improve team communication, performance, or morale in the past, we’d love to hear about it.
Job Type: Full-time
Pay: From $17.20 per hour
Expected hours: 40 per week
Benefits:
- Casual dress
- Company events
- On-site parking
Flexible language requirement:
- French not required
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Ability to commute/relocate:
- Niagara Falls, ON: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Expected start date: 2025-07-01
About Tripshepherd
Tripshepherd—the ultimate travel platform redefining how the world explores.
Built on authenticity, innovation, and local expertise, Tripshepherd connects travellers with carefully curated experiences led by passionate, knowledgeable guides.
Founded by Daud Grewal, the visionary behind the acclaimed See Sight Tours, Tripshepherd is the next evolution in meaningful travel—combining insider access with personalized adventures in iconic destinations around the globe.
With immersive storytelling, local insight, and thoughtfully designed tours, Tripshepherd is more than a travel app—it’s a movement. A global vision with a personal touch, focused on transforming travel through human connection, sustainability, and unforgettable memories.
Follow along as we get ready to launch with exclusive events in Niagara Falls, New York, and Bali—and be part of the future of travel.