As a Travel Support Consultant, you will assist customers with inquiries while building relationships with travel sellers and gathering feedback to enhance products.
The candidate must be able to work Eastern or Pacific Time business hours, with some flexibility on shift patterns.
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 by 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
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 customers to make sure that the travellers get great customer service.
This role is more than a typical customer support job.
You may have experience of one or more of the following roles: Travel Advisor, Travel Agent, Travel Consultant, Travel Sales Consultant, Ticketing Agent, Travel Counsellor.
What we're looking for in you
- Must be able to work Pacific Time business hours, with some flexibility on shift patterns.
- At least 3 years worth of experience using a GDS (Travelport/Galileo or Sabre 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)
- 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
- May be required to work some weekends
What you can expect from us
We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company.
We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.
Note to recruitment agencies
Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.
Top Skills
Arc
Bsp Link
Farelogix
Galileo
Gds
Iag Tap
Ndc Systems
Travelport
Zendesk
Similar Jobs
Automotive • Hardware • Internet of Things • Mobile • Software • App development • PropTech
The Software Product Manager will lead the AI product roadmap, oversee development and delivery of AI-driven features, and enhance customer experiences while ensuring alignment with company goals.
Top Skills:
AgileAIMachine LearningScrum
Aerospace • Hardware • Information Technology • Security • Software • Cybersecurity • Defense
The Program Quality Assurance Engineer ensures quality standards in product transition from development to manufacturing, coaching teams, and leading quality improvement initiatives.
Top Skills:
As9100As9102As9145CqaCqeLean Six SigmaManufacturing Execution Systems (Mes)NetinspectPpapPpv
Aerospace • Hardware • Information Technology • Security • Software • Cybersecurity • Defense
The Program Quality Assurance Engineer ensures projects transition into manufacturing, guarantees product quality standards, and coaches quality engineers. This role requires effective communication and relationship-building skills across the organization.
Top Skills:
As9100As9102As9145Lean Six SigmaManufacturing Execution Systems (Mes)NetinspectPpapPpv/As9102 Fai
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
