Customer Care Agent - AmTrav

Socket.dev; Chicago (IL); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Competitive compensation

20 vacation days

Medical and dental benefits

401(k) plan with matching

Paid parental leave

Sabbatical after 5 years

Job summary

Perk is seeking Customer Care Travel Advisors to deliver exceptional service while assisting clients with travel planning. You'll manage bookings, resolve travel-related concerns, and ensure a seamless experience for travelers. The ideal candidate is detail-oriented and solutions-driven, committed to providing outstanding service.

The role involves multichannel support, strategic itinerary management, and VIP concierge services. Competitive compensation includes hourly pay and stock options, with a hybrid work schedule.

Qualifications

• 3+ years in a high-touch customer service environment.
• Exceptional problem-solving skills under pressure.
• Ability to learn new SaaS platforms quickly.

Responsibilities

• Deliver exceptional customer service while assisting clients with travel planning.
• Manage bookings and resolve travel-related concerns.
• Ensure seamless experience before, during, and after travel.

Skills

Customer service expertise

Problem-solving skills

Active listening

Tech-savvy

Professional communication

Job description

About the Role

Join AmTrav, a subsidiary of Perk—a global unicorn valued at $1.4 billion. We are a hyper‑growth SaaS platform transforming the $1.3 trillion business travel market. We combine world‑class tech with human empathy to ensure business travelers are never stranded and always supported.

The Customer Care Travel Advisor is responsible for delivering exceptional customer service while assisting clients with travel planning and support. This role manages bookings, resolves travel‑related concerns, and ensures a seamless experience before, during, and after travel. The ideal candidate is detail‑oriented, solutions‑driven, and committed to providing outstanding service in a fast‑paced environment.

What You’ll Do

The Mission: You are the backbone of business mobility. You ensure that executives and teams reach their destinations through the most efficient, cost‑effective, and stress‑free routes possible.

• Multichannel Support: Execute flawless bookings and modifications via phone, live chat, and email.
• Strategic Itinerary Management: Coordinate complex, multi‑city international trips including air, rail, ground transport, and lodging utilizing our proprietary software.
• Policy Compliance & Enforcement: Act as the “gatekeeper” for corporate travel policy, ensuring all bookings align with company tiers, budgets, and preferred vendor contracts.
• VIP & Executive Concierge: Provide “white‑glove” service for C‑suite executives, managing specific preferences (e.g., specific aircraft types, hotel floor preferences, or dietary requirements).
• Duty of Care (Safety): Monitor global events (weather, strikes, geopolitical issues) and proactively reroute travelers to keep them out of harm’s way.

What We’re Looking For

• The Experience: 3+ years in a high‑touch customer service environment.
• The “Crisis” Mindset: Exceptional problem‑solving skills under pressure; the ability to find a “Plan B” when a “Plan A” evaporates.
• The Skills: You possess active‑listening superpowers and can translate complex travel jargon into simple solutions.
• The Communication: Crystal‑clear professional communication, both written and verbal.
• The Tech: You are tech‑savvy, able to learn new SaaS platforms quickly and manage multiple browser tabs/tools simultaneously.

The Roadmap to Success

1. Immersive Training (8 Weeks): Monday–Friday, 8 AM – 5 PM CST (Hybrid Schedule). Learn the tech, the industry, and the culture.
2. The Transition: Step confidently into your permanent shift with the ongoing support of your Team Lead, empowering you to grow your skills and thrive in your role.
3. Ticket Accuracy: Near‑zero error rate with booking requests.
4. Traveler Satisfaction: High NPS from corporate clients.
5. Response Time: Manage time‑sensitive travel disruptions by quickly assessing priority levels, addressing urgent matters, and resolving heightened client concerns with efficiency and professionalism.

What we offer

• Competitive compensation and equity ownership.
• 20 vacation days and 12 public holidays.
• Three medical plans with company contributions and an HSA when enrolling in an HDHP medical plan.
• Dental, vision, and Wellhub gym subscription.
• Life and disability policies with optional voluntary buy‑up plans.
• 401(k) plan with company matching contributions.
• Partner discounts on pet insurance.
• Annual summer party.
• Spring Health wellbeing partner: 12 therapy and 12 coaching sessions for you and your loved ones.
• 12‑16 weeks paid parental leave.
• 16 paid hours per year to volunteer for charitable causes.
• Up to 20 “Work from Anywhere” days per year.
• Four‑week fully paid sabbatical after 5 years.
• Relocation support for hub locations.

Compensation

Compensation for this role is a combination of hourly and stock options. The anticipated hourly wage is $22 per hour. Actual compensation may vary based on specific qualifications, experience, and other job‑related factors.

Shifts we are looking to fill

• Tuesday‑Saturday 3 PM‑12 AM OFF: Sunday/Monday
• Monday‑Wednesday, Friday‑Saturday 3 PM‑12 AM OFF: Thursday/Sunday
• Monday, Wednesday‑Saturday 9 AM‑6 PM OFF: Tuesday/Sunday

How We Work

At Perk, we take an IRL‑first approach to work: the team works together in person 3 days a week. This role requires you to be based within commuting distance of a hub. For certain roles we can help with relocation from anywhere in the world. English is the official language in the office. Please submit your resume in English.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We are an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.