Technical Account Manager – Commerce, Partner Success

November 22

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Hopper

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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.

201 - 500 employees

💰 $96M Venture Round on 2022-11

📋 Description

• Serve as the primary technical point of contact for multiple B2B partners, each with unique needs, priorities, and communication channels. • Translate partner inquiries into structured, actionable requests with complete context. • Provide clear updates, timelines, and expectations, ensuring partners feel supported and aligned. • Assess and validate reported issues before escalating to engineering, including reproduction steps, logs, context, severity assessment, and relevant data insights. • Investigate technical or data-centric questions using internal tools, dashboards, and SQL; identify whether issues stem from configuration, supply content, product behavior, data quality, or true system defects. • Manage and prioritize requests across multiple partners simultaneously, balancing urgency, impact, and engineering bandwidth. • Improve intake workflows, templates, and triage mechanisms to create consistency across partners. • Collaborate with product, engineering, supply, and Customer Experience teams to refine escalation paths, service expectations, and communication standards. • Contribute to playbooks, documentation, and partner-facing resources to strengthen transparency and scale operational excellence. • Coordinate with a wide and diverse set of stakeholders, including product managers, engineers, supply specialists, Customer Experience teams, and external partner teams. • Maintain clear follow-through, alignment, and ownership across parallel workstreams. • Advocate for partner needs while helping internal teams maintain focus and momentum.

🎯 Requirements

• An excellent communicator who can build trust with partners and internal teams through clarity, consistency, and professionalism. • Comfortable operating across several partners at once, with strong prioritization, context-switching, and organizational skills. • Adept at turning ambiguity into clarity and designing repeatable processes that scale. • Technically fluent, with experience interpreting logs, analyzing data, exploring APIs, and using monitoring tools to support issue investigation and triage.. • Experienced in roles such as Technical Account Manager, Solutions Engineer, Technical Support Engineer, Product Specialist, or a similar hybrid technical-customer role. • Strong judgment in evaluating issue severity, partner impact, and operational urgency. • Intermediate or advanced SQL skills; experience working with data analysis, BI tools, or large datasets (BigQuery experience is a plus). • Familiarity with API debugging, distributed systems, or SaaS platform operations. • Experience implementing or optimizing ticketing and triage systems (Zendesk, Jira Service Desk, Salesforce, etc.). • Background improving cross-functional workflows or partner-facing operations at scale.

🏖️ Benefits

• Hopper covers 100% of the premiums for the employee for a group insurance plan through Vitality Health. • Automatic contributions when you start with Hopper through Smart Pension. • Please ask us about our very generous parental leave, much above industry standards!. • Access to co-working space on demand through FlexDesk AND Work-from-home stipend. • Carrot Cash travel stipend. • Unlimited PTO. • Entrepreneurial culture where pushing limits and taking risks is everyday business. • Open communication with management and company leadership. • Small, dynamic teams = massive impact.