Technical Account Manager - Commerce / Partner Success

Hopper Inc.; Stockport; Hybrid; GBP 160,000 - 250,000; Full time

Job summary

A leading travel technology firm is seeking a Technical Account Manager to be the primary technical liaison for multiple B2B partners. In this role, you will manage partner inquiries, troubleshoot technical issues, and coordinate with cross-functional teams. Ideal candidates will possess strong communication and prioritization skills, alongside technical fluency to support issue analysis. This position offers a competitive salary with additional benefits including a work-from-home stipend and entrepreneurial culture.

Benefits

Competitive salary

Travel stipend

Work-from-home stipend

Open communication with management

Qualifications

• Experience in Technical Account Management or similar technical-customer roles.
• Strong judgment and problem-solving skills related to partner impact.
• Comfortable managing multiple partners simultaneously.

Responsibilities

• Act as the primary technical contact for multiple B2B partners.
• Translate inquiries into actionable requests with complete context.
• Manage technical issues and escalate when necessary.

Skills

Excellent communication

Prioritization skills

Technical fluency

Analytical skills

Tools

SQL

BigQuery

API tools

Zendesk

Jira Service Desk

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 does the need for sophisticated technical expertise and dedicated relationship management. We are seeking a high‑impact Technical Account Manager (TAM) to serve as the technical liaison for multiple strategic partners.

Key Responsibilities

• 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

• 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.

Qualifications

• 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.

Company Overview

Hopper powers a global travel platform that combines advanced machine learning and fintech products to deliver transparency, flexibility, and savings to travelers worldwide. The Hopper app has been downloaded over 120 million times and continues to capture market share. Through HTS, our B2B division, we super‑charge partners’ direct channels by integrating our fintech products on their sites or powering end‑to‑end travel portals. Current partners include Capital One, Nubank, Air Canada, Uber, CommBank, Flair Airlines, and many more.

Compensation

CA$160 K – CA$250 K

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.