Customer Success -Travel Operations Specialist

About Hopper: Hopper is a premier, internationally recognized mobile travel pioneer, fintech solutions innovator, and global commerce leader on an absolute mission to build the world’s most transparent, flexible, and data-driven travel marketplace. Having raised more than $750 million USD in private capital from elite institutional investors and global banks, Hopper ranks as the #3 largest online travel agency in North America, with its proprietary smartphone app downloaded over 120 million times worldwide. By leveraging massive historical data matrices and advanced machine learning algorithms, Hopper unifies a premier travel inventory engine with consumer fintech products—including Cancel for Any Reason and Price Freeze—to insulate younger demographics from pricing volatility and unexpected trip disruptions. Its B2B division, HTS (Hopper Technology Solutions), represents over 75% of the corporate footprint, power-routing white-label travel portals for industry-defining consumer giants such as Capital One, Uber, Nubank, and Air Canada safely across international borders.

Position Overview

We are seeking a highly analytical, systems-minded Customer Success - Travel Operations Specialist to join our core global Service team in a full-time remote capacity within the Philippines (including Manila remote). Sitting at the critical operational intersection of high-stakes customer advocacy and back-of-house travel agency expertise, you will serve as the premier technical escalation resource for our distributed customer service support tiers and global travelers. Moving entirely away from standard call-routing scripts or passive message forwarding, you will claim individual configuration accountability for managing complex travel disruptions, manual reservation rebuilds, and automated error queues in real time. This high-agency seat demands a seasoned travel veteran with 1+ years of native GDS experience who interprets complex carrier rules fluidly, navigates internal carrier portals under timeline pressure, and maintains absolute composure during unexpected global scheduling disruptions.

Key Responsibilities

• High-Stakes Escalation Management: Own, triage, and resolve complex tier-3 internal escalations across integrated air, hotel, fulfillment, and emergency rapid response channels to protect customer retention.
• Native Sabre GDS Database Operations: Execute manual bookings adjustments, split-PNR entries, schedule exchanges, and pricing verifications natively inside the Customer Support ecosystem leveraging **Sabre GDS**, Amadeus, and Travelport (Apollo) terminals.
• Complex Itinerary Architecture: Service and reconstruct non-standard passenger bookings, including net fares, multi-ticket cross-border routings, commission-based arrangements, and split-ticket entries within the same Passenger Name Record.
• Fintech Product Application and Auditing: Review and process unconventional claim exceptions under Hopper’s proprietary fintech line items, exercising sound corporate judgment across Cancel for Any Reason and Price Freeze templates.
• Travel Advisory Workflow Coordination: Interpret real-time global travel advisories, carrier weather waivers, and emergency flight groundings to coordinate massive automated schedule change queues during systemic flight disruptions.
• B2B Partner and Vendor Triage: Communicate directly via phone, email, and synchronized chat applications with international airlines, hotel operators, HTS platform managers, and travelers to acquire vital booking parameters.
• SOP Design and Documentation: Author, standardize, and archive explicit Standard Operating Procedures (SOPs) and internal knowledge-base articles to prevent recurring operational disruptions and streamline helpdesk queues.
• Real-Time Support Queue Monitoring: Monitor multiple live customer fulfillment lines simultaneously, dynamically shifting task priorities as localized airport closures or airline scheduling shifts update in real time.

Required Skills & Qualifications

• 1+ years of verified professional history running advanced travel operations, airline helpdesk support, GTM travel agency booking systems, or centralized GDS reservation tracking.
• Deep, authoritative technical command of reservation systems, showing an absolute, production-tested requirement for hands-on operational typing inside **Sabre GDS** (with Amadeus or Apollo tracking highly regarded).
• Thorough operational understanding of international airfare construction, carrier ticketing rules, refund structures, voluntary/involuntary exchange guidelines, and NDC portal products.
• Outstanding verbal and written communication mechanics in fluent English, showing an absolute capacity to structure clear corporate documentation and explain technical ticket rules to cross-functional teams.
• Strong situational spatial awareness regarding North American geography, demonstrating the capacity to apply geographical routing parameters to complex flight reassignment paths.
• Location Context: Parameters open exclusively to qualified travel support experts base-stationed permanently within the Philippines (Manila Remote or adjacent sectors) to execute 100% remotely from home.

Preferred Strategic Indicators (Nice to Have)

• 3+ years of professional history operating within a prominent leisure or corporate travel agency, handling multi-currency international bookings and complex multi-carrier refunds.
• Vocal fluency or professional technical writing capability in French (CEFR B2+ or higher) is considered a meaningful asset to accelerate international queue routing.
• An outcome-driven, self-directed startup mindset that comfortably goes beyond the standard playbook to formulate custom, compliant solutions for unscripted booking dilemmas.
• Familiarity with collaborative database software, ticketing apps, or tracking registers natively utilized inside digital travel marketplaces.

What We Offer

• Comprehensive Philippines Total Rewards Structure: Competitive capability-benchmarked baseline salary packages, supplemented immediately by a guaranteed **13th-Month Salary payout** delivered reliably every December.
• The exceptional professional canvas to directly direct, shape, and deploy the back-of-house travel operations keeping Hopper at the absolute cutting edge of the $1 trillion global online travel market.
• Profound work-from-home remote parameters providing an elite digital workplace, complete scheduling trust, and zero physical geographic office commuting friction within the Philippines.
• Immediate eligibility to access comprehensive baseline insurance models, featuring **100% company-paid Health Insurance coverage** for the employee and up to two eligible legal dependents from day one.
• Full corporate premium coverage for supplemental accident and life liability insurance structures to safeguard your loved ones.
• Access to an extraordinary **Unlimited PTO (Paid Time Off)** policy configuration, allowing true rest and life calibration without arbitrary constraints.
• Dedicated monthly corporate allowances to completely offset residential **Internet Utility Costs**, combined with exclusive **Carrot Cash travel stipends** to fund your own global exploration.
• Application of the structural **De Minimis benefit framework**, delivering tax-exempt allowances covering dependent medical tracking, dedicated rice subsidies, uniform/clothing assistance, and personal laundry subsidies.