Customer Success -Travel Operations Specialist

Hopper
Rio de Janeiro, São Paulo
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Communication","Empathy","Problem-solving","Learning mindset","Customer service"]

Travel Operations Specialist focused on escalation management across air, hotel, and disruption handling, partnering with CS teams and travelers to ensure high-stakes issue resolution. You’ll manage multiple queues, draft SOPs, and coordinate with airlines, hotels, and HTS partners, ensuring accurate, timely outcomes and maintaining Hopper’s trusted service for complex bookings and fintech-enabled travel products.

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Hopper
Hopper
2 months ago

Customer Success -Travel Operations Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Travel Operations Specialist focused on escalation management across air, hotel, and disruption handling, partnering with CS teams and travelers to ensure high-stakes issue resolution. You’ll manage multiple queues, draft SOPs, and coordinate with airlines, hotels, and HTS partners, ensuring accurate, timely outcomes and maintaining Hopper’s trusted service for complex bookings and fintech-enabled travel products.
Location: Rio de Janeiro, São Paulo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •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

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceMeal VouchersParental LeaveRemote WorkEquityStipend

Key Requirements

  • •1+ year of experience in a customer-facing or back-of-house airline or travel agency role
  • •Hands-on proficiency with 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
Experience:1+ yearsTravelAirlineGDS
Skills:CommunicationEmpathyProblem-solvingLearning mindsetCustomer service
Languages:EnglishFrench
Tech Stack:SabreAmadeusTravelportApolloGDS

Company Brief

Hopper
Hopper is a mobile-first travel marketplace and travel-tech provider (HTS) that uses machine learning and fintech ancillaries (Price Freeze, disruption protection) to power consumer bookings and white-label partner travel portals globally.
Industry: TravelTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 500M to 1B
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Montreal, Canada
Founded: 2007
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