Customer Success -Travel Operations Specialist

📋 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

🎯 Requirements

• At least 1 year of experience in a customer-facing or back-of-house airline or travel agency role
• Hands-on proficiency with Sabre as 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; 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

🎁 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 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.