Customer Success -Travel Operations Specialist

📋 Description

• Document and manage internal escalations; draft SOPs to prevent disruptions.
• Monitor multiple queues; adjust priorities in real time.
• Interpret travel advisories and coordinate high-volume schedule changes.
• Communicate with airlines, hotels, HTS partners, and Hopper customers via phone, email, chat.
• Service complex bookings (net fares, multi-ticket itineraries) often within the same PNR.
• Support Hopper products like Cancel for Any Reason and Price Freeze; apply sound judgment.
• Go beyond the playbook when needed; 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 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; French bilingualism (CEFR B2+) is a meaningful asset.
• Familiarity with ticketing procedures across air, hotel, and ground transportation.
• North American geography knowledge for booking and routing decisions.

🎁 Benefits

• Well-funded startup with competitive salary.
• Hopper covers 100% of health insurance for employees and up to two dependents.
• Hopper covers 100% of premiums for supplemental accident and life insurance.
• Unlimited PTO.
• Monthly internet allowance.
• 13th month salary for PHL employees in December.