Customer Success -Travel Operations Specialist

Hopper
Manila
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Communication","Empathy","Problem-solving","Multitasking","Adaptability"]

Travel Operations Specialist who manages escalations across air, hotel, and fulfillment, coordinating with airlines, hotels, and customers to resolve high-stakes issues. You’ll monitor multiple queues, draft SOPs to prevent disruptions, and support products like Cancel for Any Reason and Price Freeze in a fast-paced travel tech environment.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Hopper
Hopper
2 months ago

Customer Success -Travel Operations Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

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

Job Summary

Travel Operations Specialist who manages escalations across air, hotel, and fulfillment, coordinating with airlines, hotels, and customers to resolve high-stakes issues. You’ll monitor multiple queues, draft SOPs to prevent disruptions, and support products like Cancel for Any Reason and Price Freeze in a fast-paced travel tech environment.
Location: Manila
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

Perks:Health InsurancePaid LeaveInternet Allowance13th MonthCarrot Cash

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+ yearsTravelAirlineTravel agency
Skills:CommunicationEmpathyProblem-solvingMultitaskingAdaptability
Languages:EnglishFrench
Tech Stack:SabreAmadeusTravelportNDC

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
Glassdoor
Glassdoor: 3.2
WebsiteLinkedInGlassdoor