Customer Experience & Reviews Coordinator

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TYPE OF WORK

Full Time

SALARY

40,000 - 60,000

HOURS PER WEEK

40

DATE UPDATED

Aug 3, 2026

JOB OVERVIEW

About us

Picster is a travel photography company. Tourists book a professional photoshoot in a city they're visiting — Paris, Venice, Santorini, Rome — and meet a local photographer at a famous spot for a 30 to 90 minute session.

We started in 2023 with one shoot in Paris. Today we operate in 59 locations with 199 active photographers. Our team is small — 11 people across Europe and the Philippines.

We sell mostly through GetYourGuide, Viator and Airbnb Experiences. On those platforms, reviews d ---------- everything: how high we appear in search, how many bookings we get, whether a new city succeeds or quietly dies. One bad review on a new product can hold it back for months.

That's what this job is about.

What you'll actually do

1. Make sure every shoot goes brilliantly — then ask for the review

This is the heart of the role, and it's the same loop every day.

Before the shoot: check the booking is properly set up. Make sure the customer knows exactly where to meet and what to expect. Make sure the photographer is briefed — who they're meeting, what the customer has asked for, anything special going on that day.

After the shoot: get in touch with the customer. Did they enjoy it? Was there anything we could have done better? And if they were happy — would they leave us a review?

Most of this is warm, friendly messaging over WhatsApp and email. It isn't a call centre script. You're the person making sure nothing slips and every happy customer actually says so publicly.

You'll focus your effort where it counts most: products and cities that need reviews, either because they're brand new or because one bad review is dragging them down. The fastest way to fix a poor rating is a run of genuinely good experiences, and that's what you'll be driving.

2. Track what's working and report on it

Every week and month you'll pull the numbers together:

Which products and cities gained reviews, and how many
Which ratings are moving up, and which are stuck
Which photographers consistently earn the best reviews — and which don't
What's changed since last month

This is straightforward work: log into the platforms, read the stats, put them into a spreadsheet, and flag what stands out. We'll teach you all of it. You don't need experience with these systems — you need to be comfortable with numbers and careful with detail.

3. Handle the bad reviews properly

Occasionally something goes wrong and a customer says so publicly. You'll write the reply.

A good public reply isn't defensive and doesn't argue — it acknowledges what happened, puts it right where we can, and shows everyone reading it that we're a company that takes care of people. Done well, a bad review with a thoughtful reply underneath it costs us almost nothing. Done badly, it costs us bookings for months.

You'll draft these, and for anything sensitive you'll check with the team before posting. We'll show you exactly how we like it done.

4. Run a monthly customer survey

Once a month you'll reach out to recent customers for proper feedback — what they loved, what fell short, what they'd want next time. You'll collect it, summarise it, and bring the themes back to us.

This is how we find out what's actually going wrong before it turns into a review.

Who we're looking for
Warm and natural in writing. You'll be messaging real customers about a special day in their trip. Friendly and human beats polished and corporate.
Excellent written English. This is essential — it's most of the job, and some of it is published publicly under our name.
Persistent without being pushy. Getting reviews means following up. Doing it gracefully is the skill.
Calm when someone is unhappy. You'll be replying to criticism in public. We need someone who stays gracious under it rather than defensive.
Organised and detail-focused. You'll be tracking many bookings at once across several cities.
Comfortable with spreadsheets. You don't need to be an analyst, but you should enjoy putting numbers in order and spotting a pattern.
Reliable internet and a working setup. This is a live customer-facing role — you need to be online during your shift.
Nice to have (not required)
Experience in customer service, customer success, hospitality or travel
Experience with reviews on Airbnb, ---------- , TripAdvisor, GetYourGuide or Viator
Experience with WhatsApp Business, Slack or Google Sheets
What we offer
Full-time, stable, long-term remote work
Paid time off and Philippine public holidays
Clear, measurable goals — you'll always know how you're doing
A small team where your work is visible and your ideas get heard
Real progression as we grow. Several of our team started in coordinator roles.
We back our people. If a photographer or customer is ever rude to you, escalate it and we'll handle it. You will never be left to deal with that alone.
How to apply

Please send:

A short message telling us about a time you turned an unhappy customer into a happy one. What did you say, and what happened?
Your CV or résumé.
Your available start date.

Start your message with the word "TROCADÉRO" so we know you've read this properly. Applications without it won't be reviewed.

We read every application that follows these instructions, and we reply either way.

SKILL REQUIREMENT
Attention to Detail Communication Organization
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