Customer Success, Travel Operations Specialist

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

📋 Description

• Document and oversee internal escalations, serving as the main point of contact for incidents and drafting Standard Operating Procedures (SOPs) to mitigate future disruptions.

• Simultaneously monitor various queues — from automation issues to last-minute voids and cancellations — adjusting priorities in real-time as circumstances evolve.

• Analyze travel advisories and coordinate workflows to manage significant volumes of schedule changes resulting from disruptions or emergencies.

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

• Manage complex bookings — including net fares, multi-ticket itineraries, and commission-based arrangements — often within the same Passenger Name Record (PNR).

• Support Hopper-specific offerings such as Cancel for Any Reason and Price Freeze, applying sound judgment in unconventional scenarios.

• Exceed standard protocols when necessary — if a customer requests something outside your previous experience, you find a solution.

⛳️ Requirements

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

• Proficient in the native Sabre Global Distribution System (GDS) as the primary tool, with working knowledge of Amadeus and Travelport (Apollo).

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

• Excellent written and verbal communication skills in English; French bilingualism (CEFR B2+) is a valuable asset.

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

• Knowledge of North American geography, with the ability to apply this knowledge to actual booking and routing decisions.

• The ability to maintain composure and empathy while managing challenging customer interactions professionally under pressure.

• A proactive learning mindset — viewing new challenges as opportunities and actively seeking to expand your expertise.

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

🏝️ Benefits

• A well-funded and established startup with ambitious goals, offering a competitive salary.

• Hopper covers 100% of health insurance costs for employees and up to two dependents under the employer-sponsored plan.

• 100% premium coverage for supplemental accident and life liability insurances, providing benefits for you and your loved ones from day one.

• Unlimited Paid Time Off (PTO).

• A monthly allowance to help with internet utility costs.

• A 13th month salary for PHL employees, disbursed in December.

• Carrot Cash travel stipend.

• Application of the De Minimis benefit for dependent medical, rice subsidy, uniform/clothing, medical assistance, and laundry allowances.

• An entrepreneurial culture where pushing boundaries and taking risks is part of everyday operations.

• Open lines of communication with management and company leadership.

• Small, agile teams leading to significant impact.