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Hopper is an accredited, mobile-only travel agency using big data to analyze and predict airfare and accommodations. A fully remote employer, Hopper strives to
Customer Success, Travel Operations Specialist
Location
Philippines
Posted
39 days ago
Salary
0
Seniority
Junior
Job Description
Customer Success, Travel Operations Specialist
Hopper
• 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
Job Requirements
- 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
Benefits
- 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.
- Hopper covers 100% of premiums for supplemental accident and life liability insurances, to provide benefits for you and your loved ones from day one.
- Unlimited PTO.
- Hopper provides a monthly allowance to assist with costs of internet utility.
- Hopper provides the 13th month salary for PHL employees in the month of December.
- Carrot Cash travel stipend.
- Hopper will apply the De Minimis benefit for dependent medical, rice subsidy, uniform/clothing, medical assistance and laundry allowances.
- Entrepreneurial culture where pushing limits and taking risks is everyday business.
- Open communication with management and company leadership.
- Small, dynamic teams = massive impact.
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