Customer Care Agent - AmTrav

Job description

About Us Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact. We're trusted by more than 12,000 companies worldwide, including On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem https://www.perk.com/shadow-work-report. Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work. At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel, fintech, and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team. Visit www.perk.com http://www.perk.com to learn more. ABOUT THE ROLE Join AmTrav, a subsidiary of Perk—a global "unicorn" valued at $1.4 billion. We are a hyper-growth SaaS platform transforming the $1.3 trillion business travel market. We combine world-class tech with human empathy to ensure business travelers are never stranded and always supported. The Customer Care Travel Advisor is responsible for delivering exceptional customer service while assisting clients with travel planning and support. This role manages bookings, resolves travel-related concerns, and ensures a seamless experience before, during, and after travel. The ideal candidate is detail-oriented, solutions-driven, and committed to providing outstanding service in a fast-paced environment. WHAT YOU’LL DO The Mission: You are the backbone of business mobility. You ensure that executives and teams reach their destinations through the most efficient, cost-effective, and stress-free routes possible. - Multichannel Support: Execute flawless bookings and modifications via phone, live chat, and email. - Strategic Itinerary Management: Coordinate complex, multi-city international trips including air, rail, ground transport, and lodging utilizing our proprietary software. - Policy Compliance & Enforcement: Act as the "gatekeeper" for corporate travel policy, ensuring all bookings align with company tiers, budgets, and preferred vendor contracts. - VIP & Executive Concierge: Provide "white-glove" service for C-suite executives, managing specific preferences (e.g., specific aircraft types, hotel floor preferences, or dietary requirements). - Duty of Care (Safety): Monitor global events (weather, strikes, geopolitical issues) and proactively reroute travelers to keep them out of harm's way. WHAT WE’RE LOOKING FOR - The Experience: 3+ years in a high-touch customer service environment. - The "Crisis" Mindset: Exceptional problem-solving skills under pressure; the ability to find a "Plan B" when a "Plan A" evaporates. - The Skills: You possess "active listening" superpowers and can translate complex travel jargon into simple solutions. - The Communication: Crystal-clear professional communication, both written and verbal. - The Tech: You are tech-savvy, able to learn new SaaS platforms quickly and manage multiple browser tabs/tools simultaneously. THE ROADMAP TO SUCCESS 1. Immersive Training (8 Weeks): Monday–Friday, 8 AM – 5 PM CST (Hybrid Schedule). Learn the tech, the industry, and the culture. 2. The Transition: Step confidently into your permanent shift with the ongoing support of your Team Lead, empowering you to grow your skills and thrive in your role. 3. Ticket Accuracy: Near-zero error rate with booking requests. 4. Traveler Satisfaction: High "Net Promoter Scores" (NPS) from corporate clients. 5. Response Time: Managed time-sensitive travel disruptions by quickly assessing priority levels, addressing urgent matters, and resolving heightened client concerns with efficiency and professionalism. WHAT WE OFFER - Receive competitive compensation and equity ownership in Perk - Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays - Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan - Take control of your physical health with additional comprehensive benefit plans, covering dental, vision, and Wellhub’s gym subscription from your start date - Rest assured that you’re covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans - Plan for your future with our 401(k) plan with company matching contributions - Care for your furry friends through partner discounts on pet insurance - Join our unforgettable Perk events, including our spectacular annual summer party - Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones - Focus on your family with 12-16 weeks’ paid parental leave - Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes - Broaden your horizons with up to 20 "Work from Anywhere" days per year - Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years COMPENSATION Compensation for this role is a combination of hourly and stock options. The anticipated hourly wage is $22-$25 per hour. Actual compensation may vary based on specific qualifications, experience, and other job-related factors. Shifts we are looking to fill (Full-time Work from Home Shifts) - Schedule 1: Monday-Thursday, Saturday 3pm-12am CST OFF: Friday/Sunday - Schedule 2: Monday-Thursday, Saturday 3pm-12am CST OFF: Friday/Sunday - Schedule 3: Monday-Wednesday, Friday-Saturday 3pm-12am CST OFF: Thursday/Sunday (Hybrid Shifts) - Schedule 4: Sunday-Thursday 9am-6pm CST OFF: Friday/Saturday - Schedule 5: Tuesday-Saturday 9am-6pm CST OFF: Sunday/Monday AI at Perk AI is embedded in how we work across every function. The tools you'll use day-to-day are AI-enabled so you can move faster and spend more time on the work that matters. In practice, that means using AI to research and prioritise accounts, draft and refine outreach, handle customer interactions more effectively, synthesise information, and cut through shadow work - the invisible tasks that pull people away from the work only they can do - so you can focus on relationships and outcomes. We don't expect you to be an AI expert, but we do expect you to be curious and intentional about it. The bar is judgment: knowing when AI makes your work better, when to verify what it produces, and when to rely on your own expertise instead. We'll ask about how you use AI in your interviews, not to test tool knowledge, but to understand how you think about it. That reflects how we work every day. How We Work At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work. For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume. Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you. Protect Yourself from Recruitment Scams All official communication from Perk will always come from email addresses ending in @perk.com http://perk.com or @externalperk.com http://externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk .com, and we will confirm whether it is legitimate. #LI-Hybrid