Customer Success – Travel Operations Specialist

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Hopper

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏨 Hospitality

📦 Logistics

✈️ Travel

💰 $96M Venture Round on 2022-11

Hospitality • Logistics • Travel

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 • Act as the primary intake representative for incidents • Draft SOPs to prevent recurring disruptions • Monitor multiple queues, including automation errors, same-day voids, and cancellations • Adjust priorities in real time as conditions shift • Interpret travel advisories and coordinate workflows for high-volume schedule changes caused by disruptions or disasters • Communicate with airlines, hotel providers, HTS partners, and Hopper customers by phone, email, and chat • Gather information needed to resolve escalated concerns • Service complex bookings, including net fares, multi-ticket itineraries, and commission-based arrangements within the same PNR • Support Hopper products such as Cancel for Any Reason and Price Freeze • Apply sound judgment to unconventional scenarios and resolve novel customer needs

🎯 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 the primary GDS • 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 • Familiarity with ticketing procedures across air, hotel, and ground transportation • North American geography knowledge applicable to booking and routing decisions • Ability to handle difficult customer conversations professionally under pressure • Learning mindset and willingness to grow expertise • Preferred: 3+ years at a leisure or corporate travel agency, with experience in complex exchanges, refunds, and domestic and international reservations • French bilingualism at CEFR B2+ is an asset • Legal ability to work in the location of residence

🏖️ Benefits

• Competitive salary • Hopper covers 100% of the cost for employees, and up to two dependents, for employer sponsored health insurances • Hopper covers 100% of premiums for supplemental accident and life liability insurances • Unlimited PTO • Monthly allowance to assist with costs of internet utility • 13th month salary for PHL employees in December • Carrot Cash travel stipend • De Minimis benefit for dependent medical, rice subsidy, uniform/clothing, medical assistance and laundry allowances • Entrepreneurial culture • Open communication with management and company leadership • Small, dynamic teams with massive impact