Customer Experience and Administrative Specialist

Location: Remote
Type: Full-time, Virtual

Position Summary

The Customer Experience and Administrative Specialist  is the heart of our day-to-day operations and the primary point of contact between our participants and the Ma’wa Collective core team. This role ensures that every Ma’wa participant feels heard, supported, and confident from inquiry to departure. You’ll manage communication across email, WhatsApp, and booking platforms, while supporting the behind-the-scenes logistics that make our trips seamless. 

We are seeking a collaborative team player with strong organizational and communication skills, capable of managing multiple priorities with professionalism and discretion. This position plays a key role in maintaining smooth daily operations and supporting the team’s strategic and engagement efforts. The ideal candidate brings warmth, organization, and a proactive mindset to every interaction.

Key Responsibilities

1. Customer Service (Primary Focus)

• Serve as the first and ongoing point of contact for participant questions, concerns, and trip-related communications

• Deliver timely, kind, and clear responses via email, WhatsApp, Instagram, and phone as needed. These messages are required to be culturally competent and women-centered to align with Ma’wa values

• Maintain and update response templates and FAQs to ensure accuracy and efficiency

• Flag and track sensitive, complex, or recurring issues to leadership for support or resolution

• Email and WhatsApp Message response turn around within 24 hrs

• Manage participant booking for all Ma’wa Collective trips, including processing cancellations and/or refunds 

• Clearly and empathetically communicate company policies (e.g., payment terms, refund policies) to participants, ensuring clarity while preserving positive relationships.

2.  Administrative Assistance 

• Manage participant rosters, waitlists, and trip logistics via WeTravel and Google Sheets

• Share participant information with Trip Leaders and manage chat with important admin updates (i.e. when final payments will be collected) 

• Update trip listings on WeTravel and the Ma’wa Collective website 

• Track cancellations, transfers, and other booking changes accurately

• Provide light administrative support such as scheduling, booking support, file management, or data entry

• Help uphold internal timelines and task coordination for upcoming trips

3.  Marketing and Sales Support 

• Draft and send monthly newsletters to Ma’wa Members List with a focus on clear & articulate language and creative brand-aligned writing style

• Send emails and WhatsApp messages to prospective customers for upcoming trips 

• Send messages on Instagram to prospective customers and answer any questions

• Update and create marketing flyers and blurbs

Qualifications

• 2+ years experience in customer service, client relations, sales, and/or administrative support

• Effective at managing multiple and overlapping tasks while meeting established deadlines

• Able to work in a fast paced environment where there are multiple trips being managed at once

• Excellent written and verbal communication skills — you’re confident handling both friendly and tough conversations

• Strong organizational skills and comfort managing multiple communication threads and systems at once

• Familiarity with platforms (or willingness to learn): WhatsApp Business, Hubspot Sales and Marketing, Google Workspace, Slack, Asana: tech-savvy and adaptable

• Independent, reliable, and able to balance responsiveness with self-paced work

• Availability to respond to participant questions across various time zones as needed

• Deep respect for and understanding of Muslim women’s experiences and spaces

Required Documents & Information

• Resume (required)

• Completed assessment (required)

• Cover letter (optional)