Travel Operations Specialist

About Hopper:

Hopper is on a mission to become the leading global travel platform, powering its mobile app, website, and B2B arm, HTS (Hopper Technology Solutions). By leveraging vast amounts of data and advanced machine learning, Hopper combines a world-class travel agency offering with proprietary fintech products to bring transparency, flexibility, and savings to travelers worldwide. Our fintech solutions address pricing volatility and trip disruptions, helping users travel better and save more.

The Hopper app has over 120 million downloads and is popular among Gen Z and millennials. Hopper has evolved into a travel fintech provider, commerce platform, and global travel agency powering major brands. Through HTS, we supercharge partners' direct channels by integrating our fintech products or powering end-to-end travel portals. Partners include Capital One, Nubank, Air Canada, and many more.

Hopper has been recognized as the #1 most innovative company in travel by Fast Company. HTS represents over 75% of the business and is primed for continued growth as a leading travel e-commerce provider. We have raised over $750 million USD in private capital from top institutional investors and banks.

About the Role:

Hopper's Travel Operations Specialists are the go-to resource for customer advocacy and operational expertise, handling complex, high-stakes situations. You will own escalation management across air, hotel, fulfillment, and rapid response channels, ensuring every customer interaction upholds Hopper's reputation for trust and loyalty. This role requires deep travel knowledge, sharp judgment, and a commitment to achieving the right outcome for every user.

What Your Day-to-Day Will Look Like:

• Document and manage internal escalations, acting as the primary intake representative for incidents and drafting SOPs to prevent recurring disruptions.
• Monitor multiple queues simultaneously (automation errors, same-day voids, cancellations), adjusting priorities in real-time.
• Interpret travel advisories and coordinate workflows to process high volumes of schedule changes due to disruptions or disasters.
• Communicate directly with airlines, hotel providers, HTS partners, and Hopper customers via phone, email, and chat to resolve escalated concerns.
• Service complex bookings, including net fares, multi-ticket itineraries, and commission-based arrangements.
• Support Hopper-specific products like Cancel for Any Reason and Price Freeze, applying sound judgment to unconventional scenarios.
• Go beyond the playbook when needed to find solutions for novel customer needs.

An Ideal Candidate Has:

• At least 1 year of experience in a customer-facing or back-of-house airline or travel agency role.
• Hands-on proficiency with Sabre as a 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 significant asset.
• Familiarity with ticketing procedures across air, hotel, and ground transportation.
• North American geography knowledge, applied to booking and routing decisions.
• Composure and empathy to handle difficult customer conversations professionally under pressure.
• A learning mindset, treating new challenges as opportunities for growth.
• Preferred: 3+ years at a leisure or corporate travel agency, with experience in complex exchanges, refunds, and both domestic and international reservations.

Perks and Benefits:

• Well-funded, proven startup with large ambitions and competitive salary.
• Hopper covers 100% of health insurance premiums for employees and up to two dependents.
• Hopper covers 100% of premiums for supplemental accident and life liability insurances.
• Unlimited PTO.
• Monthly allowance for internet utility costs.
• 13th-month salary for PHL employees (December).
• Carrot Cash travel stipend.
• De Minimis benefits for dependent medical, rice subsidy, uniform/clothing, medical assistance, and laundry allowances.
• Entrepreneurial culture with an emphasis on pushing limits and taking risks.
• Open communication with management and leadership.
• Small, dynamic teams enabling massive impact.

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