Customer Success -Travel Operations Specialist

Job description

**Travel Operations Specialist** **About the Role** Hopper's Travel Operations Specialists sit at the intersection of customer advocacy and operational expertise — the go-to resource for CS teams and travellers navigating complex, high-stakes situations. In this role, you'll own escalation management across air, hotel, fulfillment, and rapid response channels, ensuring every customer interaction upholds the trust and loyalty Hopper is built on. It's a role that demands deep travel knowledge, sharp judgment, and a genuine commitment to getting the right outcome for every user. **What would your day-to-day look like** - 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 - Go beyond the playbook when needed — if a customer needs something you haven't handled before, you find a way **An ideal candidate has** - At least 3 years of experience in a customer-facing or back-of-house airline or travel agency role - Hands-on proficiency with native Sabre as primary GDS, with 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 - The composure and empathy to handle difficult customer conversations professionally under pressure - A learning mindset — you treat new challenges as opportunities and actively seek to grow your expertise - Preferred: 3+ years at a leisure or corporate travel agency, with experience in complex exchanges, refunds, and both domestic and international reservations **Perks and benefits of working with us:** - Well-funded and proven startup with large ambitions, competitive salary. - Hopper covers 100% of the cost for employees, and up to two dependents, for employer sponsored health insurances. - Hopper covers 100% of premiums for supplemental accident and life liability insurances, to provide benefits for you and your loved ones from day one. - Unlimited PTO. - Hopper provides a monthly allowance to assist with costs of internet utility. - Hopper provides the 13th month salary for PHL employees in the month of December. - Carrot Cash travel stipend. - Hopper will apply the De Minimis benefit for dependent medical, rice subsidy, uniform/clothing, medical assistance and laundry allowances. - Entrepreneurial culture where pushing limits and taking risks is everyday business. - Open communication with management and company leadership. - Small, dynamic teams = massive impact. **More about Hopper** At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips. The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. he Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials. While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world’s largest brands. Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more. **Here are just a few stats that demonstrate the company’s recent growth:** Billions of dollars worth of travel and travel fintech are sold through Hopper and HTS’ channels every year. Our fintech products – including Cancel for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions. Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel. Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75% of the business. Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines and many more. Hopper has been named the #1 most innovative company in travel by Fast Company Hopper has been downloaded over 120 million times and continues to have millions of new installs each month. Hopper is now the #3 largest online travel agencies in North America and 70% of our app customers are Gen-Z and millennials travelers. Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel ecommerce provider in a $1 trillion online shopping category. The Hopper app and website will also continue to be the preferred travel provider for Gen Z and Millennials. Come take off with us! #LI-REMOTE