Customer Care Agent - AmTrav (Remote)

AmTrav; Orlando (FL); Remote; USD 42,000 - 66,000; Full time

Benefits offered by this job

Equity ownership in Perk

20 vacation days

12 public holidays

3 medical plans with company HSA

Job summary

AmTrav, a Perk subsidiary, is seeking a Customer Care Travel Advisor to deliver exceptional travel planning and support, manage bookings, and assist clients before, during, and after travel. The ideal candidate is detail-oriented and solutions-driven, capable of navigating a fast-paced environment using our proprietary software to coordinate itineraries, policies, and VIP requests.

Join a hyper-growth SaaS platform transforming business travel.

Qualifications

• The Crisis Mindset: Exceptional problem-solving skills under pressure; the ability to find a Plan B when a Plan A evaporates.
• Active listening skills and the ability to translate travel jargon into simple solutions.
• Crystal-clear professional communication, both written and verbal.
• Tech-savvy and quick to learn new SaaS platforms; manage multiple browser tabs/tools.

Responsibilities

• Multichannel Support: Execute bookings and modifications via phone, live chat, and email.
• Strategic Itinerary Management: Coordinate complex, multi-city international trips using our software.
• Policy Compliance & Enforcement: Gatekeeper for corporate travel policy, budgets, and vendor contracts.
• VIP & Executive Concierge: Provide white-glove service for C-suite executives and preferences.
• Duty of Care: Monitor global events and proactively reroute travelers to keep them safe.

Skills

Crisis mindset

Active listening

Clear communication

Tech-savvy

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—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 "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