Customer Success -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 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 — you treat new challenges as opportunities and actively seek to grow your expertise - Preferred: 3+ years at a leisure or corporate travel agency, with experience in complex exchanges, refunds, and both domestic and international reservations Perks and benefits of working with us: - Well-funded and proven startup with large ambitions, competitive salary and the upsides of pre-IPO equity packages. - Carrot Cash travel stipend. - Hopper will cover 100% of the employee premiums for EOR-offered health, dental, life and short term disability insurances with SulAmerica. - Hopper offers employees in Brazil monthly meal vouchers - Very generous parental leave - Flexdesk All Access Pass & Work-from-home stipend. - Entrepreneurial culture where pushing limits and taking risks is everyday business. - Open communication with management and company leadership. - Small, dynamic teams = massive impact. More about Hopper At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips. The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the