Customer Success -Travel Operations Specialist
Core
Escalation management for complex travel disruptions across air, hotel, and fulfillment channels, ensuring customer trust and loyalty.
Role type
Senior Customer Success Specialist (Travel Operations)
Builds
Hopper's travel platform and fintech products (Cancel for Any Reason, Price Freeze, Flight Disruption Assistance)
Domain
Travel technology and fintech
Deliverable
client delivery
Required skills
Native Sabre GDS proficiency, fare and ticketing rule interpretation, multi-ticket itinerary management, travel advisory interpretation, North American geography knowledge, complex booking resolution
Preferred skills
Amadeus and Travelport (Apollo) familiarity, leisure/corporate travel agency experience, complex exchange and refund handling, French (CEFR B2+)
Technologies
Sabre, Amadeus, Travelport (Apollo), NDC portals
Responsibilities
Document and manage internal escalations, monitor multiple queues for automation errors and cancellations, coordinate workflows for schedule changes due to disruptions, communicate with airlines and providers to resolve concerns, service complex bookings including net fares and multi-ticket itineraries, apply judgment to Hopper-specific products in unconventional scenarios
Seniority
Mid-level, hands-on IC