Customer Success -Travel Operations Specialist
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 workflows that process high volumes of schedule changes driven by disruptions or disasters
Communicate directly with airlines, hotel providers, HTS partners, and Hopper customers via
