Remote opportunity at
HopperCustomer Success -Travel Operations Specialist
Hopper is seeking a remote Customer Success - Travel Operations Specialist to join its team on a full-time basis. This role sits at the intersection of…
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About This Role
Hopper is seeking a remote Customer Success - Travel Operations Specialist to join its team on a full-time basis. This role sits at the intersection of customer advocacy and operational expertise, acting as a primary resource for customer service teams and travelers handling complex, high-stakes situations. The specialist will manage escalations across air, hotel, fulfillment, and rapid response channels while maintaining the trust and loyalty associated with the Hopper platform.…
Job Description
Hopper is seeking a remote Customer Success - Travel Operations Specialist to join its team on a full-time basis. This role sits at the intersection of customer advocacy and operational expertise, acting as a primary resource for customer service teams and travelers handling complex, high-stakes situations. The specialist will manage escalations across air, hotel, fulfillment, and rapid response channels while maintaining the trust and loyalty associated with the Hopper platform.
Hopper operates as a global travel platform and travel fintech provider, powering its own mobile app and website alongside its B2B division, Hopper Technology Solutions (HTS). By utilizing machine learning algorithms and extensive data, the company combines travel agency services with proprietary financial technology solutions designed to address trip disruptions and pricing volatility. Serving hundreds of millions of travelers globally, Hopper has grown into the third largest online travel agency in North America and partners with major travel and financial brands worldwide.
Daily responsibilities include managing internal incident escalations, drafting standard operating procedures, monitoring multiple queues simultaneously for automation errors and same-day cancellations, and interpreting travel advisories to handle schedule changes. The specialist will communicate directly with travelers, hotels, airlines, and partners via phone, email, and chat, servicing intricate bookings such as multi-ticket itineraries and net fares. Candidates should possess strong travel industry experience, familiarity with GDS systems, and the ability to maintain composure during difficult customer interactions.
Responsibilities
- Document and manage internal escalations while drafting standard operating procedures to prevent recurring disruptions
- Monitor multiple operational queues simultaneously, adjusting priorities in real time as conditions shift
- Interpret travel advisories and coordinate workflows for high volumes of schedule changes driven by disasters or disruptions
- Communicate directly with customers, hotels, airlines, and partners via phone, email, and chat
- Service complex bookings including net fares, commission-based arrangements, and multi-ticket itineraries
- Support company-specific products such as Cancel for Any Reason and Price Freeze
Requirements
- At least 3 years of experience working in a back-of-house or customer-facing airline or travel agency role
- Hands-on proficiency utilizing native Sabre as the primary GDS
- Working knowledge of Amadeus and Travelport (Apollo)
- Solid understanding of ticketing rules, airline contracts, fares, and NDC or portal-based products
- Strong written and spoken English communication skills
- Familiarity with ticketing procedures across air, hotel, and ground transportation
- Solid understanding of North American geography to apply to routing and booking decisions
- Composure and empathy to handle difficult customer interactions under pressure
- A learning mindset focused on embracing new challenges and growing expertise
Qualifications
- French bilingualism at CEFR B2+ level
- 3 or more years of experience at a corporate or leisure travel agency handling complex exchanges, refunds, and domestic or international reservations
Core Skills
Benefits
- Competitive salary
- Employer-sponsored health insurance covering 100 percent of the cost for employees and up to two dependents
- 100 percent premium coverage for supplemental accident and life liability insurances
- Unlimited paid time off
- Monthly internet utility allowance
- 13th month salary for Philippines employees paid in December
- Carrot Cash travel stipend
- De Minimis benefits covering dependent medical, rice subsidy, uniform or clothing, medical assistance, and laundry allowances
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this a remote position?
Yes, the job posting indicates a remote work arrangement.
What is the employment type?
This is a full-time position.
What salary does this role offer?
The posting states that the salary is competitive, but a specific numerical figure is not provided.
What system experience is required for this role?
Candidates must have hands-on proficiency with native Sabre as their primary GDS, along with a working knowledge of Travelport (Apollo) and Amadeus.
Sample Interview Questions
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