Technical Account Manager - Commerce / Partner Success

Hopper Inc.; Cardiff; Hybrid; GBP 86,000 - 136,000; Full time

Job summary

A leading travel platform provider in Cardiff is looking for a Technical Account Manager to serve as a technical liaison for multiple partners. This role requires strong technical skills, excellent communication abilities, and a focus on process improvements. You will coordinate between partners and internal teams to ensure clear and effective support for technical inquiries. Ideal candidates should have experience in hybrid technical-customer roles and good analytical skills. Compensation is competitive with equity packages.

Benefits

Competitive salary

Well-funded startup environment

Work-from-home stipend

Open communication with leadership

Pre-IPO equity packages

Qualifications

• Experience in a hybrid technical-customer role.
• Ability to analyze data and interpret logs.
• Strong judgment in evaluating issue severity.

Responsibilities

• Serve as primary technical point of contact for multiple partners.
• Assess and validate reported issues before escalation.
• Improve intake workflows and triage mechanisms.
• Coordinate with stakeholders across product and engineering teams.

Skills

Technical fluency

Strong communication

Analytical skills

Organizational skills

Problem-solving

SQL proficiency

API debugging

Tools

SQL

Zendesk

Jira Service Desk

Salesforce

Job description

Hopper Technology Solutions (HTS) powers the white‑label travel platforms for some of the world's largest financial institutions and airlines. As our strategic partner portfolio expands, so too does the need for sophisticated technical expertise and dedicated relationship management. We are seeking a high‑impact Technical Account Manager (TAM) to be a technical liaison for multiple strategic partners. This critical role acts as the connective architect, seamlessly integrating Product, Engineering, Supply, and Customer Experience teams to ensure every partner receives clear, consistent, and exceptionally reliable support for technical inquiries and strategic growth initiatives. This is a hands‑on, results‑oriented position. You will use your diagnostic skills and analytical abilities to validate incoming issues, structure comprehensive problem reports, and coordinate effectively with engineering. Your main goal is to ensure that all technical escalations are complete, actionable, and correctly prioritized. You will also play a key part in defining and optimizing our global intake, triage, communication, and escalation frameworks, helping partners get timely resolutions while keeping internal teams focused and efficient. In short, this role requires a blend of investigative curiosity, clear communication, strong organizational skills, and a process‑improvement mindset, applied across a dynamic portfolio of partners and parallel technical workstreams.

Partner Engagement & Communication

• Serve as the primary technical point of contact for multiple B2B partners, each with unique needs, priorities, and communication channels.
• Translate partner inquiries into structured, actionable requests with complete context.
• Provide clear updates, timelines, and expectations, ensuring partners feel supported and aligned.

Technical Triage & Analysis

• Assess and validate reported issues before escalating to engineering, including reproduction steps, logs, context, severity assessment, and relevant data insights.
• Investigate technical or data‑centric questions using internal tools, dashboards, and SQL; identify whether issues stem from configuration, supply content, product behavior, data quality, or true system defects.
• Manage and prioritize requests across multiple partners simultaneously, balancing urgency, impact, and engineering bandwidth.

Process & Program Development

• Improve intake workflows, templates, and triage mechanisms to create consistency across partners.
• Collaborate with product, engineering, supply, and Customer Experience teams to refine escalation paths, service expectations, and communication standards.
• Contribute to playbooks, documentation, and partner‑facing resources to strengthen transparency and scale operational excellence.

Cross‑Functional Collaboration & Skills

• Coordinate with a wide and diverse set of stakeholders, including product managers, engineers, supply specialists, Customer Experience teams, and external partner teams.
• Maintain clear follow‑through, alignment, and ownership across parallel workstreams.
• Advocate for partner needs while helping internal teams maintain focus and momentum.
• An excellent communicator who can build trust with partners and internal teams through clarity, consistency, and professionalism.
• Comfortable operating across several partners at once, with strong prioritization, context‑switching, and organizational skills.
• Adept at turning ambiguity into clarity and designing repeatable processes that scale.
• Technically fluent, with experience interpreting logs, analyzing data, exploring APIs, and using monitoring tools to support issue investigation and triage.
• Experienced in roles such as Technical Account Manager, Solutions Engineer, Technical Support Engineer, Product Specialist, or a similar hybrid technical‑customer role.
• Strong judgment in evaluating issue severity, partner impact, and operational urgency.

Nice to Haves

• Intermediate or advanced SQL skills; experience working with data analysis, BI tools, or large datasets (BigQuery experience is a plus).
• Familiarity with API debugging, distributed systems, or SaaS platform operations.
• Experience implementing or optimizing ticketing and triage systems (Zendesk, Jira Service Desk, Salesforce, etc.).
• Background improving cross‑functional workflows or partner‑facing operations at scale.

About the Company

At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website, and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine‑learning algorithms, Hopper combines its world‑class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips. The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70 % of its users being Gen Z and millennials. While everyone knows us as the Gen Z and millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a travel‑fintech provider, commerce platform, and global travel agency that powers some of the world’s largest brands. Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end‑to‑end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more. Here are just a few stats that demonstrate the company’s recent growth:

• Billions of dollars worth of travel and travel fintech are sold through Hopper and HTS’ channels every year.
• Our fintech products – including Cancel for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no‑questions‑asked resolutions.
• Almost 30 % of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6× more likely to repurchase if they add fintech to their booking vs if they booked just travel.
• Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75 % of the business.

Compensation Range: CA$160 K – CA$250 K © 2025, Jobsora.com

Benefits

• Well‑funded and proven startup with large ambitions, competitive salary and the upsides of pre‑IPO equity packages.
• Carrot Cash travel stipend.
• Flexdesk All Access Pass & work‑from‑home stipend.
• Entrepreneurial culture where pushing limits and taking risks is everyday business.
• Open communication with management and company leadership.
• Small, dynamic teams – massive impact.