Description
Travel Operations Specialist
About the Role
As a Travel Operations Specialist at Hopper, you will sit at the intersection of customer advocacy and operational expertise, serving as the go-to resource for customer success teams and travelers navigating complex situations. You will own escalation management across air, hotel, fulfillment, and rapid response channels, ensuring every customer interaction upholds the trust and loyalty Hopper is built on. This role 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, 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 to find a solution for customers.
An ideal candidate has
- At least 3 years of experience in a customer-facing or back-of-house airline or travel agency role.
- Hands-on proficiency with native Sabre as the 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.
- North American geography knowledge, with the ability to apply it to real booking and routing decisions.
- The composure and empathy to handle difficult customer conversations professionally under pressure.
- A learning mindset, treating new challenges as opportunities and actively seeking to grow your expertise.
Perks and benefits of working with us:
- Competitive salary.
- Hopper covers 100% of the cost for employees, and up to two dependents, for employer-sponsored health insurances.
- Hopper covers 100% of premiums for supplemental accident and life liability insurances.
- Unlimited PTO.
- Hopper provides a monthly allowance to assist with costs of internet utility.
- Hopper provides the 13th month salary for PHL employees in December.
- Carrot Cash travel stipend.
- Entrepreneurial culture with open communication and small, dynamic teams.
More about Hopper
Hopper aims to become the leading travel platform globally, powering its mobile app, website, and B2B business, HTS (Hopper Technology Solutions).