Travel Support Consultant, US

Duffel
United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer obsessed","Problem-solving","Communication","Ability to think outside the box"]

Be the first point of contact for Duffel’s customers, handling booking-related questions via email, calls, and live chat. Work with the Travel Ops team to support voluntary and involuntary booking changes, apply expertise in air fares and ticketing, and use tools like GDS and Zendesk to resolve customer issues. Feed client feedback back to product teams, support reconciliations/ADMs, and act as an escalation point when needed.

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Duffel
Duffel
5 months ago

Travel Support Consultant, US

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Be the first point of contact for Duffel’s customers, handling booking-related questions via email, calls, and live chat. Work with the Travel Ops team to support voluntary and involuntary booking changes, apply expertise in air fares and ticketing, and use tools like GDS and Zendesk to resolve customer issues. Feed client feedback back to product teams, support reconciliations/ADMs, and act as an escalation point when needed.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Handle customer queries as the first point of contact via email, calls, and live chat.
  • •Support booking-related questions, including voluntary and involuntary changes from airlines.
  • •Bring back client feedback and insights to help improve products and the customer journey.
  • •Support other team functions such as reconciliation, management of ADMs, and training new team members.
  • •Act as an escalation point when needed for the Outsource Team; may work some weekends.

Key Requirements

  • •Must be able to work Pacific Time business hours with some flexibility on shift patterns.
  • •At least 3 years of experience using a GDS (Travelport/Galileo or Sabre preferred).
  • •Strong knowledge of air fares, ticketing, re-issues, and refunds.
  • •Experience with NDC systems such as Farelogix SPRK and/or IAG TAP (preferred).
  • •Preferred: experience using Zendesk (voice, chat, and email) and familiarity with BSP Link or ARC.
Experience:TravelAirlinesTravel technology
Skills:Customer obsessedProblem-solvingCommunicationAbility to think outside the box
Tech Stack:GDSTravelportGalileoSabreNDCFarelogix SPRKIAG TAPZendeskBSP LinkARCADMs

Company Brief

Duffel
Provides a developer-first platform and API for booking flights and travel inventory, enabling businesses to search, book, and manage airline content through a single integration.
Industry: API Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2016
Website