Remote Travel Operations Specialist - Escalations

Hopper; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

Health insurance for employee and 2+*

Supplemental life and accident cover

Internet allowance

13th month salary (PHL)

Carrot Cash travel stipend

De Minimis benefits

Entrepreneurial culture

Open management communication

Small teams with big impact

Job summary

Hopper is seeking a Travel Operations Specialist to be the escalation owner for air, hotel, and disruption management, guiding customers and internal teams through complex situations with calm judgment. You'll own escalation management across carriers and fintech products, draft SOPs, and collaborate with CS and partners to protect trust and deliver the right outcomes for travelers.

Experience with Sabre/Amadeus/Travelport and strong North American travel knowledge is preferred, with a focus on

Qualifications

• At least 3 years in a customer-facing or back-of-house airline or travel agency role.
• Proficiency with Sabre as primary GDS; working knowledge of Amadeus and Travelport (Apollo).
• Solid understanding of fares, airline contracts, ticketing rules and NDC/portal products.
• Strong written and spoken English; French bilingualism (CEFR B2+) is a meaningful asset.
• Familiarity with ticketing procedures across air, hotel, and ground transportation.
• North American geography knowledge applicable to real bookings.
• Calm, empathetic communication under pressure; learning mindset.
• Preferred: 3+ years in leisure or corporate travel with complex exchanges.

Responsibilities

• Document and manage internal escalations; act as primary intake for incidents and draft SOPs.
• Monitor multiple queues; adjust priorities in real time as conditions shift.
• Interpret travel advisories and coordinate workflows for schedule changes.
• Communicate with airlines, hotel providers, partners, and customers via phone, email, and chat.
• Service complex bookings including net fares, multi-ticket itineraries, and commission-based arrangements.
• Support products like Cancel for Any Reason and Price Freeze; use sound judgment on unusual scenarios.
• Go beyond the playbook to deliver right outcomes for customers.

Skills

Sabre GDS

Amadeus

Travelport Apollo

Fares & rules

English fluency

French B2+

Job description

Hopper is seeking a Travel Operations Specialist to be the escalation owner for air, hotel, and disruption management, guiding customers and internal teams through complex situations with calm judgment. You'll own escalation management across carriers and fintech products, draft SOPs, and collaborate with CS and partners to protect trust and deliver the right outcomes for travelers.

Experience with Sabre/Amadeus/Travelport and strong North American travel knowledge is preferred, with a focus on