Why This Role Exists
When flights cancel at 2 am or a passport issue pops up the night before departure, travelers need calm, fast, human help. You’ll be that trusted voice—backed by our AI tools—who rescues the trip and wins lifelong loyalty.
What You’ll Do (Shift Blocks)
Respond within 10 minutes to urgent phone/email/Slack alerts; triage what’s truly critical.
Search for and book air travel, hotels, car rentals, and transfers. For flights, this may also include looking for point deals (we will train you how to be a travel hacker).
Rebook or re-route disrupted flights using our tool or airline websites and confirm new tickets.
Issue refunds, file EU/US compensation claims, and track voucher balances.
Handle simple exchanges (date/time changes, seat moves) for clients.
Proactively scan travel issues during your shift for schedule changes or weather risks; flag solutions before the traveler asks.
Document every action in our CRM— no loose ends for the next shift.
Escalate edge-case pricing or ticketing errors to senior ops quickly.
Must-Haves
Native English speaker: Extremely strong written and verbal English skills with no accent.
Service reflex: you naturally reassure stressed travelers in crisp, empathetic English.
Dependability: if you’re on the roster, we can count on you; 100% on-shift response SLA.
Fast learner: comfortable juggling chat, phone, and two browser-based tools at once.
Professional home work-station: high-speed internet, quiet, etc.
Practical judgment: you instinctively steer travelers toward the option they actually need—even when they’re not sure themselves.
Self-starter mindset: you’re comfortable making decisions and moving work forward without hand-holding.
Ego-free collaboration: when you hit a roadblock, you ask for help instead of guessing in silence.
Pressure poise: stressed or angry client? You stay calm, empathic, and laser-focused on solutions.
Able to pass a background check
Nice-to-Haves
Sabre, Amadeus, or Galileo experience (we’ll train the right person).
Experience with points/loyalty redemptions or boutique/luxury travelers.
What We Offer
Predictable shift bidding two weeks in advance; swap in our scheduling app.
Paid training & GDS certification pathways.
Quarterly performance bonus tied to CSAT + first-contact resolution.
Travel perks after 6 months (industry rates, standby benefits).
A ladder: top performers can scale to 30-40 hrs, salaried roles, or product/QA rotations.
If friends ask you which backup flight to book when storms hit—apply.
If you read this far, put The Time Machine by H. G. Wells for the appropriate question.
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