Customer Success -Travel Operations Specialist

About the Role

Hopper's Travel Operations Specialists sit at the intersection of customer advocacy and operational expertise — the go-to resource for CS teams and travellers navigating complex, high-stakes situations. In this role, you'll own escalation management across air, hotel, fulfillment, and rapid response channels, ensuring every customer interaction upholds the trust and loyalty Hopper is built on. It's a role that demands deep travel knowledge, sharp judgment, and a genuine commitment to getting the right outcome for every user.

What would your day-to-day 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 — from automation errors to same-day voids and cancellations — adjusting priorities in real time as conditions shift.
• Interpret travel advisories and coordinate workf...