Customer Success – Travel Operations Specialist

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Hopper

WebsiteLinkedInAll Job Openings

201 - 500 employees

💰 $96M Venture Round on 2022-11

Travel • Technology

Hopper is a travel booking platform that offers a one-stop solution for planning trips, including flights, hotels, rental cars, and homes. The platform features advanced options such as price prediction, disruption assistance, and the Price Freeze™ feature, allowing travelers to secure deals and manage changes conveniently. Hopper is known for its mobile app availability on iOS and Android, providing a streamlined experience for its users. It serves millions of travelers worldwide, offering VIP support and various affiliate programs for partners.

📋 Description

• Document and manage internal escalations, acting as the primary intake representative for incidents and drafting SOPs to prevent recurring disruptions • Monitor multiple queues simultaneously — from automation errors to same-day voids and cancellations — adjusting priorities in real time as conditions shift • Interpret travel advisories and coordinate workflows that process high volumes of schedule changes driven by disruptions or disasters • Communicate directly with airlines, hotel providers, HTS partners, and Hopper customers via phone, email, and chat to gather the information needed to resolve escalated concerns • Service complex bookings — including net fares, multi-ticket itineraries, and commission-based arrangements — often within the same PNR • Support Hopper-specific products like Cancel for Any Reason and Price Freeze, applying sound judgment to unconventional scenarios • Go beyond the playbook when needed — if a customer needs something you haven't handled before, you find a way

🎯 Requirements

• At least 1 year of experience in a customer-facing or back-of-house airline or travel agency role • Hands-on proficiency with native Sabre as primary 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; French bilingualism (CEFR B2+) is a meaningful asset • Familiarity with ticketing procedures across air, hotel, and ground transportation • North American geography knowledge, with the ability to apply it to real booking and routing decisions • The composure and empathy to handle difficult customer conversations professionally under pressure • A learning mindset — you treat new challenges as opportunities and actively seek to grow your expertise • Preferred: 3+ years at a leisure or corporate travel agency, with experience in complex exchanges, refunds, and both domestic and international reservations

🏖️ Benefits

• Well-funded and proven startup with large ambitions, competitive salary and the upsides of pre-IPO equity packages. • Carrot Cash travel stipend. • Hopper will cover 100% of the employee premiums for EOR-offered health, dental, life and short term disability insurances with SulAmerica. • Hopper offers employees in Brazil monthly meal vouchers • Very generous parental leave • Flexdesk All Access Pass & Work-from-home stipend. • Entrepreneurial culture where pushing limits and taking risks is everyday business. • Open communication with management and company leadership. • Small, dynamic teams = massive impact.