Today, coordinating business travel is complex because of competing interests, opaque industry practices, convoluted systems, and bad software.

But we believe that travel is a force-multiplier for growth.

Travel connects teams to new and existing co-workers, partners, and customers. It enables new opportunities, produces unexpected collaboration, and shifts perspectives. That’s why we focus daily on making travel more about why you’re going and less about how you’ll get there. 

Our mission is to make in-person collaboration effortless.

Who is Pana? 

Our core values…

• Make Safe Spaces
• People are happiest and most effective when they can take risks without fear of being judged as stupid, negative, or disruptive. We encourage admitting mistakes, asking questions, and offering new ideas.
• Say What You Mean
• We openly share our thoughts and feelings because we believe that debate leads to better decisions. We care about seeing each other succeed, so we frequently give direct and specific positive and constructive feedback to each other.
• Check Your Ego
• We’re solving unknown and complex challenges, so we constantly challenge our own assumptions and beliefs. We engage others’ feedback early and often, because we believe that teams accomplish more than individuals.

The Role

Pana’s support team is integral to its products. When we think about quality of service, we understand that it goes hand in hand with employee engagement and seamless process. This role is designed to constantly evaluate those two aspects of our department and actively maintain and improve our product and support team. 

It is the first role of its kind; you will be building our Product Support team and leading Managers of our Travel Experience team. 

Responsibilities

• Build product support team
• Assess workflows in Product Support and Travel Experience teams and optimize for efficiency
• Maintain high retention rate of the Travel Agents and look for ways to improve their experience
• Ensure managers are supported

The Typical Day

• Working with Product Support on QA issues
• Meetings with managers 
• Increase efficiency through Travel Support Teams 
• Create product support processes 

Requirements

• BA/BS or equivalent experience 
• Experience in Zendesk is a plus
• Work US time