Travel Support Consultant

We're looking for someone that is willing to work a shift pattern including evenings/overnight hours.

We are making travel effortless. Join us.

Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.

That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we are backed Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.

Something to consider when reading this job advert

We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit.

Travel Operations at Duffel

Travel sellers across the globe, from traditional travel agents to the latest mobile apps, use Duffel to sell flights/hotels. (We call these travel sellers "merchants".)

Our merchants will never know that we exist - but they're relying on us to get them where they want to go, we act as the accredited travel agent. We own and are responsible for their bookings - including complying with the airlines' rules and policies.

The Travel Ops team is there to handle all types of queries related to bookings- whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our merchants to make sure that the travellers get great customer service.

This role is more than a typical customer support job. As an early-stage startup, we're seeking individuals who can help build our team's processes from the ground up.

What we're looking for in you

• Must be available to work flexible shift patterns, specifically evening/overnight hours
• At least 3 years worth of experience using a GDS (Travelport/Galileo preferred)
• Strong knowledge of air fares, ticketing, re-issues and refunds
• Experience with NDC systems such as Farelogix SPRK, IAG TAP strongly preferred
• Ability to think outside-the-box and willingness to go the extra mile
• Customer obsessed, you're passionate about delivering exceptional customer service
• Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels)
• Advanced spreadsheet (google sheets or excel) skills including the ability to use formulas and functions (e.g., VLOOKUP, HLOOKUP, SUMIF, INDEX-MATCH, etc.) is an asset
• Previous experience with BSP Link or ARC knowledge is preferable

What you'll be doing

• You’ll be the first point of contact for our customers, handling incoming emails, calls and live chat messages to assist with their queries
• Bringing back client feedback and insights to help our team build better products and improve our customer journey
• Supporting with other team functions such as but not limited to reconciliation, management of ADMs and training new team members
• Building relationships with travellers & travel sellers using the Duffel platform
• Acting as an escalation point when needed for the Outsource Team