Customer Success – Travel Operations Specialist

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Document and oversee internal escalations, serving as the main intake representative for incidents and creating SOPs to mitigate recurring disruptions.

• Simultaneously monitor multiple queues — from automation errors to same-day voids and cancellations — dynamically adjusting priorities as conditions evolve.

• Analyze travel advisories and coordinate workflows that manage high volumes of schedule changes due to disruptions or emergencies.

• Engage directly with airlines, hotel providers, HTS partners, and Hopper customers through phone, email, and chat to collect necessary information for resolving escalated issues.

• Handle complex bookings — such as net fares, multi-ticket itineraries, and commission-based arrangements — often within the same PNR.

• Provide support for Hopper-specific products like Cancel for Any Reason and Price Freeze, exercising sound judgment in unconventional situations.

• Go beyond standard procedures when necessary — if a customer requires something that is outside your previous experience, you find a solution.

⛳️ Requirements

• Minimum of 1 year of experience in a customer-facing or back-office role within an airline or travel agency.

• Proficient with native Sabre as the primary GDS, along with a working knowledge of Amadeus and Travelport (Apollo).

• Strong grasp of fares, airline contracts, ticketing regulations, and NDC/portal-based products.

• Excellent written and verbal English communication skills; French bilingualism (CEFR B2+) is a significant advantage.

• Familiarity with ticketing processes across air, hotel, and ground transportation.

• Knowledge of North American geography, enabling practical application in booking and routing decisions.

• The ability to maintain composure and empathy during challenging customer interactions, even under pressure.

• A proactive learning mindset — viewing new challenges as opportunities and actively pursuing growth in your skills.

• Preferred: Over 3 years of experience at a leisure or corporate travel agency, with a background in complex exchanges, refunds, and both domestic and international reservations.

🏝️ Benefits

• Well-funded and established startup with ambitious goals, offering a competitive salary and the advantages of pre-IPO equity packages.

• Carrot Cash travel stipend.

• Hopper covers 100% of employee premiums for EOR-offered health, dental, life, and short-term disability insurances through SulAmerica.

• Employees in Brazil receive monthly meal vouchers.

• Very generous parental leave policy.

• Flexdesk All Access Pass & Work-from-home stipend.

• An entrepreneurial culture that encourages pushing boundaries and taking risks as a regular part of business.

• Open lines of communication with management and company leadership.

• Small, dynamic teams that create significant impact.