Customer Success -Travel Operations Specialist

Customer Success - Travel Operations Specialist

Location: Remote (Philippines) Company: Hopper Contract: Permanent

About the Role

Hopper's Travel Operations Specialists are pivotal in bridging customer advocacy and operational expertise. You will serve as the primary point of contact for customer success teams and travelers facing complex, high-stakes situations. This role involves owning escalation management across air, hotel, fulfillment, and rapid response channels, ensuring every customer interaction reinforces the trust and loyalty that Hopper is built upon. Success in this position requires deep travel industry knowledge, sound judgment, and a strong commitment to achieving the best possible outcome for every user.

What You'll Do Day-to-Day

• Document and manage internal escalations, acting as the main intake representative for incidents and developing Standard Operating Procedures (SOPs) to prevent recurring issues.
• Monitor multiple queues concurrently, including automation errors and same-day voids/cancellations, adjusting priorities in real-time as conditions change.
• Interpret travel advisories and coordinate workflows to process high volumes of schedule changes resulting from disruptions or disasters.
• Communicate directly with airlines, hotel providers, Hopper Technology Solutions (HTS) partners, and Hopper customers via phone, email, and chat to gather necessary information for resolving escalated concerns.
• Handle complex bookings, such as net fares, multi-ticket itineraries, and commission-based arrangements, often within the same Passenger Name Record (PNR).
• Support Hopper-specific products like "Cancel for Any Reason" and "Price Freeze," applying sound judgment to unconventional scenarios.
• Proactively find solutions beyond established procedures when faced with new or unique customer needs.

What We're Looking For

• At least 1 year of experience in a customer-facing or back-of-house role within the airline or travel agency sector.
• Hands-on proficiency with Sabre as a Global Distribution System (GDS), with working knowledge of Amadeus and Travelport (Apollo).
• Solid understanding of fares, airline contracts, ticketing rules and regulations, and NDC/portal-based products.
• Strong written and spoken English communication skills. Bilingualism in French (CEFR B2+) is a significant asset.
• Familiarity with ticketing procedures for air, hotel, and ground transportation.
• Knowledge of North American geography and its application to booking and routing decisions.
• Composure and empathy to professionally handle difficult customer conversations under pressure.
• A proactive learning mindset, treating new challenges as growth opportunities.
• Preferred: 3+ years of experience at a leisure or corporate travel agency, with expertise in complex exchanges, refunds, and both domestic and international reservations.

What We Offer

• A well-funded, ambitious startup environment with competitive compensation.
• Comprehensive health insurance coverage for employees and up to two dependents.
• Supplemental accident and life liability insurance premiums covered 100%.
• Unlimited Paid Time Off (PTO).
• Monthly allowance for internet utility costs.
• 13th-month salary for employees in the Philippines (paid in December).
• "Carrot Cash" travel stipend.
• De Minimis benefits including medical assistance, rice subsidy, uniform/clothing allowance, and laundry allowance.
• An entrepreneurial culture that encourages innovation and calculated risk-taking.
• Open communication channels with management and company leadership.
• Opportunity to make a significant impact within small, dynamic teams.