Senior Global Travel Care Lead (Remote)

American Express Global Business Travel; Boise (ID); Remote; USD 46,000 - 86,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Learning platform access

Inclusion Groups

Career development opportunities

Job summary

American Express Global Business Travel is seeking experienced travel counselors to join our Global Entertainment Hub. You will deliver end-to-end travel services from a remote setting, guiding policy, booking global travel, and maintaining high-quality service in a fast-paced environment.

You will work in a 24/7 environment with weekend shifts and flexible hours, providing white-glove service and proactive follow-through while collaborating with your team on policy updates and training

Qualifications

• 5+ years of Travel Consultant and Customer Service experience.
• Advanced knowledge of global points of sale and international routings.
• Proficiency in Native GDS (Sabre or Amadeus) and Office 365 applications.

Responsibilities

• Frontline travel counselor support; guide policy, ticketing, and customer service.
• Prioritize workload and direct team to meet contracted SLAs.
• Training and quality monitoring to ensure high service delivery.
• Build relationships and communicate with team, leaders, clients, coordinators, and suppliers.
• Resolve disruptions, escalations, exchanges, waitlists, and fare issues.
• Provide feedback through coaching sessions as needed.
• Share knowledge on industry and policy updates regularly.
• Create and maintain training and reference materials.
• Research and resolve customer service issues.
• Book and manage global air, hotel, rail, and ground travel bookings.

Skills

Travel experience

Customer service

GDS proficiency (Sabre/Amadeus)

Office 365

Policy knowledge

Multitasking

Tools

Sabre

Amadeus

Office 365

Job description

American Express Global Business Travel is seeking experienced travel counselors to join our Global Entertainment Hub. You will deliver end-to-end travel services from a remote setting, guiding policy, booking global travel, and maintaining high-quality service in a fast-paced environment.

You will work in a 24/7 environment with weekend shifts and flexible hours, providing white-glove service and proactive follow-through while collaborating with your team on policy updates and training