Customer Success -Travel Operations Specialist
Remote · Philippines or Manila, Metro Manila, Philippines
Job Summary
Customer Success - Travel Operations Specialist at Hopper. Own escalation management across air, hotel, fulfillment, and rapid response channels; manage multiple queues, interpret travel advisories, coordinate workflows for disruptions, and communicate with airlines, hotels, and customers to resolve escalated concerns. Role involves handling complex bookings (net fares, multi-ticket itineraries), supporting products like Cancel for Any Reason and Price Freeze, drafting SOPs to prevent recurring disruptions, and ensuring high-quality customer outcomes. Requires 1+ year in travel/customer-facing roles, proficiency with Sabre (primary GDS) and knowledge of Amadeus/Travelport, strong English (French a plus), and solid understanding of fares and ticketing rules; North American geography knowledge and a customer-centric, proactive mindset are essential. This is a full-time, remote-capable position with Hopper’s travel-technology and fintech-focused platform.
Required Qualifications
- 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 primary GDS; working knowledge of Amadeus and Travelport (Apollo)
- Familiarity with ticketing procedures across air, hotel, and ground transportation
- 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
- North American geography knowledge and applying it to real booking/routing decisions
- Ability to handle difficult customer conversations professionally under pressure
- Learning mindset and growth orientation
- Preferred: 3+ years at a leisure or corporate travel agency with complex exchanges, refunds, and both domestic and international reservations
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