Customer Success -Travel Operations Specialist

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 3 years 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.

Hopper covers 100% of the cost for employees, and up to two dependents, for employer sponsored health insurances.