Duffel

• Own day-to-day relationships with strategic business customers • Keep customers engaged and help them get the most out of Duffel • Analyse customer performance and suggest new features or upgrades • Develop KPIs and monitor business and technical performance • Champion your portfolio’s product needs to influence our roadmap • Occasionally represent Duffel at events, panels, and forums

We are making travel effortless. Join us. Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller. That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless. We were part of Y Combinator S18's cohort and we are backed Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies. Something to consider when reading this job advert We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit. This role is remote, with working hours aligned to Eastern Standard Time (EST) in the United States. Candidates should be able to work primarily within EST business hours to support our customers and partners. What we're looking for in you - Ability to learn and clearly explain a technical product or concept - Strong written communication skills in English - Experience delivering high-quality customer support for a technical product, or transferable experience in a customer-facing role - Experience supporting business customers in a B2B environment, or willingness to develop this experience - A professional, approachable communication style and a genuine willingness to help others - Confidence communicating with a wide range of stakeholders across different roles and levels of experience - Curiosity and a problem-solving mindset - Familiarity with support tools such as Zendesk and Jira (or similar platforms) - Nice to have: experience in a customer support role within the travel industry What you'll be doing - Develop a strong understanding of Duffel’s products and share your knowledge with customers and internal teams - Respond to and, where needed, escalate technical support requests submitted via email or chat - Explain technical concepts clearly so customers can confidently use our products - Communicate with customers in a timely, professional, and clear manner to meet internal and customer service expectations - Create and maintain product support documentation to help customers find answers independently - Collaborate with Duffel’s technical teams and travel suppliers to resolve customer issues - Share common support trends and insights to help inform product improvements and future development What you can expect from us We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company. We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief. *Please note that AI detection will be used on application questions Note to recruitment agencies Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.

• You’ll be the first point of contact for our customers, handling incoming emails, calls and live chat messages to assist with their queries • Bringing back client feedback and insights to help our team build better products and improve our customer journey • Supporting with other team functions such as but not limited to reconciliation, management of ADMs and training new team members • Building relationships with travellers & travel sellers using the Duffel platform • Acting as an escalation point when needed for the Outsource Team • May be required to work some weekends

The candidate must be able to work Eastern or Pacific Time business hours, with some flexibility on shift patterns. We are making travel effortless. Join us. Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller. That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless. We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies. Something to consider when reading this job advert We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit. Travel Operations at Duffel The Travel Ops team is there to handle all types of queries related to bookings- whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our customers to make sure that the travellers get great customer service. This role is more than a typical customer support job. You may have experience of one or more of the following roles: Travel Advisor, Travel Agent, Travel Consultant, Travel Sales Consultant, Ticketing Agent, Travel Counsellor. What we're looking for in you - Must be able to work Pacific Time business hours, with some flexibility on shift patterns. - At least 3 years worth 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, IAG TAP strongly preferred - Ability to think outside-the-box and willingness to go the extra mile - Customer obsessed, you're passionate about delivering exceptional customer service - Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels) - Previous experience with BSP Link or ARC knowledge is preferable What you'll be doing - You’ll be the first point of contact for our customers, handling incoming emails, calls and live chat messages to assist with their queries - Bringing back client feedback and insights to help our team build better products and improve our customer journey - Supporting with other team functions such as but not limited to reconciliation, management of ADMs and training new team members - Building relationships with travellers & travel sellers using the Duffel platform - Acting as an escalation point when needed for the Outsource Team - May be required to work some weekends What you can expect from us We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company. We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief. Note to recruitment agencies Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.

• You’ll be the first point of contact for our customers, handling incoming emails, calls and live chat messages to assist with their queries • Bringing back client feedback and insights to help our team build better products and improve our customer journey • Supporting with other team functions such as but not limited to reconciliation, management of ADMs and training new team members • Building relationships with travellers & travel sellers using the Duffel platform • Acting as an escalation point when needed for the Outsource Team • May be required to work some weekends