CustomerSuccess-TravelOperationsSpecialist

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 1 year 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