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Senior Customer Care Consultant ANZ

Requisition ID:  3404
Department:  Customer Service & Support
Work Type:  Hybrid
Application Close Date:  13th March 2026

At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever – for both people and the planet. More than 34 years later, we’re proud to be a certified B Corp with hundreds of trips in over 100 countries. 

At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever – for both people and the planet. More than 34 years later, we’re proud to be a certified B Corp with hundreds of trips in over 100 countries. 

We are Intrepid

We are Intrepid
The world needs more Intrepid people: 

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. 

 

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

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

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

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

  • High emotional intelligence 

  • Excellent communication skills with the ability to cultivate internal and external relationships  
The world needs more Intrepid people: 

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. 

 

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

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

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

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

  • High emotional intelligence 

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

Our people reflect the diversity of our customers and the communities we visit: 

Intrepid is made up of 71 nationalities in over 30 countries, and we recognise that diversity makes us a stronger business. We support a culture where people can be themselves and encourage applications from people of all backgrounds. Including First Nations People, LGBTQI+ people, those living with a disability, or from disadvantaged backgrounds, and all people from different ethnicities, races, and religions.  

Rewarding and developing our people is important to us, some of our work perks include: 

  • Flexible work arrangements, work-from-home and the ability to 'work from anywhere' 4 weeks a year 
  • A free Intrepid trip every year, plus generous discounts for families, and close friends 
  • 5 extra days of leave a year for use on Intrepid trips 
  • A minimum of 10 weeks paid parental leave for all parents, and other additional leave provisions.  
  • Access to e-learning platforms, professional development and mentor programs 
  • 20 hours of volunteer leave every year to use on causes most important to you 
  • Employee Assistance Program, a 24/7 service that offers counselling for you and your family 


We are Real. Together. Ambitious. Impactful. These are our values and to us they're more than just words, they are the pillars of our success and every day it's our people and the work they do that bring them to life.

Our people reflect the diversity of our customers and the communities we visit: 

Intrepid is made up of 71 nationalities in over 30 countries, and we recognise that diversity makes us a stronger business. We support a culture where people can be themselves and encourage applications from people of all backgrounds. Including First Nations People, LGBTQI+ people, those living with a disability, or from disadvantaged backgrounds, and all people from different ethnicities, races, and religions.  

Rewarding and developing our people is important to us, some of our work perks include: 

  • Flexible work arrangements, work-from-home and the ability to 'work from anywhere' 4 weeks a year 
  • A free Intrepid trip every year, plus generous discounts for families, and close friends 
  • 5 extra days of leave a year for use on Intrepid trips 
  • A minimum of 10 weeks paid parental leave for all parents, and other additional leave provisions.  
  • Access to e-learning platforms, professional development and mentor programs 
  • 20 hours of volunteer leave every year to use on causes most important to you 
  • Employee Assistance Program, a 24/7 service that offers counselling for you and your family 


We are Real. Together. Ambitious. Impactful. These are our values and to us they're more than just words, they are the pillars of our success and every day it's our people and the work they do that bring them to life.

We aim to ensure diversity, equity, and inclusion stay part of our recruitment process. If you require any reasonable adjustment to participate in the recruitment process, please contact us at careersupport@intrepidtravel.com with your name, location, and the adjustments you require, we will then be in touch to support your application.

We aim to ensure diversity, equity, and inclusion stay part of our recruitment process. If you require any reasonable adjustment to participate in the recruitment process, please contact us at careersupport@intrepidtravel.com with your name, location, and the adjustments you require, we will then be in touch to support your application.
Application Close Date:  13th March 2026

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