Customer Care Agent - AmTrav (Remote)

TravelPerk; Orlando (FL); Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Equity ownership

Vacation days + holidays

Multiple medical plans + HSA

Wellbeing & mental health support

401(k) with company match

Pet insurance discounts

Paid parental leave

Volunteer hours

Work from Anywhere days

Sabbatical after 5 years

Job summary

Perk is seeking a Customer Care Travel Advisor to deliver exceptional service, manage bookings, and support clients before, during, and after travel. You will handle complex itineraries, ensure policy compliance, and provide VIP concierge support in a fast-paced environment.

The role emphasizes attention to detail, problem-solving, and a proactive mindset, with remote-friendly shifts from IL, TX, or FL and a hybrid in-office expectation several days per week.

Qualifications

• Exceptional problem-solving under pressure and the ability to pivot when plans change.
• Active listening and the ability to translate travel jargon into clear solutions.
• Crystal-clear written and verbal communication.
• Comfort learning and using new SaaS tools quickly and managing multiple browser tabs.

Responsibilities

• Handle multi-channel travel bookings and modifications (phone, chat, email).
• Coordinate complex, multi-city international itineraries using our software.
• Enforce corporate travel policy and vendor contracts.
• Provide VIP/Executive concierge support for C-suite travelers.
• Monitor travel risks and reroute travelers to ensure safety.

Skills

Crisis mindset

Active listening

Clear communication

Tech-savvy

Tools

SaaS platforms

Proprietary travel software

Job description

About Us Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact.

We're trusted by more than 12,000 companies worldwide, including Bolt, GoCardless, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel, fintech, and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team.

Visit www.perk.com to learn more.

About the Role

Join AmTrav, a subsidiary of Perk—an 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 "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. 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 "Net Promoter Scores" (NPS) from corporate clients.
5. Response Time: Managed time-sensitive travel disruptions by quickly assessing priority levels, addressing urgent matters, and resolving heightened client concerns with efficiency and professionalism.

What we offer

• Receive competitive compensation and equity ownership in Perk
• Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays
• Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan
• Take control of your physical health with additional comprehensive benefit plans, covering dental, vision, and Wellhub's gym subscription from your start date
• Rest assured that you're covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans
• Plan for your future with our 401(k) plan with company matching contributions
• Care for your furry friends through partner discounts on pet insurance
• Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
• Focus on your family with 12-16 weeks' paid parental leave
• Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
• Broaden your horizons with up to 20 "Work from Anywhere" days per year
• Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years

Compensation

Compensation for this role is a combination of hourly and stock options. The anticipated hourly wage is $20-$22/hour. Actual compensation may vary based on specific qualifications, experience, and other job-related factors.

Shifts we are looking to fill working remotely from Illinois, Texas or Florida:

• 8:00 AM – 5:00 PM | Mon, Tue, Wed, Fri, Sun (Off: Thu, Sat)
• 9:00 AM – 6:00 PM | Mon, Tue, Wed, Thu, Sat (Off: Fri, Sun)
• 3:00 PM – 12:00 AM | Mon, Tue, Wed, Fri, Sat (Off: Thu, Sun)
• 3:00 PM – 12:00 AM | Mon, Tue, Wed, Thu, Sat (Off: Fri, Sun)
• 12:00 PM – 9:00 PM | Mon, Tue, Wed, Thu, Fri (Off: Sat, Sun)

AI at Perk
AI is embedded in how we work across every function. The tools you'll use day-to-day are AI-enabled so you can move faster and spend more time on the work that matters. In practice, that means using AI to research and prioritise accounts, draft and refine outreach, handle customer interactions more effectively, synthesise information, and cut through shadow work - the invisible tasks that pull people away from the work only they can do - so you can focus on relationships and outcomes.

How We Work

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We're 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.