Travel Support Specialist

Rippling; United States; Hybrid; USD 30,000 - 32,000; Full time

Job summary

Rippling is building a world-class Travel support team to directly assist users with their travel needs. You will resolve issues, communicate clearly, and collaborate with internal teams to remove barriers for travelers.

The role emphasizes solving problems, documenting flight/product nuances, and contributing to product improvements while maintaining customer satisfaction in a fast-paced environment.

Qualifications

• 3+ years in travel-related customer-facing roles.
• Proficient in English with strong written and spoken communication.
• Demonstrated problem-solving with attention to detail.
• Organizational skills and experience improving processes.
• Flexibility with changing duties and responsibilities.
• Time management and ability to prioritize.

Responsibilities

• Support Rippling customers and resolve issues related to Travel Products.
• Handle customer issues from start to finish in a dynamic, fast-paced environment.
• Use phone, chat, email, and video conferencing to optimize Rippling’s Travel Product.
• De-escalate and resolve issues leveraging platform and industry know-how.
• Document product functionality and country-specific nuances; train Global Support Team.
• Become a product expert and a go-to resource for customers and colleagues.
• Identify areas for improvement and work with Product and Engineering on enhancements or automation.
• Work well under time constraints to meet client needs.

Skills

English proficiency

Customer service

Problem solving

Time management

Organizational skills

Prioritization

Adaptability

Tools

GDS (Sabre)

GDS (Amadeus)

GDS (Galileo)

Job description

About the role

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. As a member of our quickly growing Travel support team, you will be responsible for directly supporting our users’ travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler.

This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development! Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements.

If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!

What you will do

• Responsible for supporting our Rippling customers and resolving issues related to our Travel Products.
• Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment.
• Leverage phone, chat, email functionality, and video conferencing to help our customers optimize Rippling’s Travel Product
• De-escalate and resolve issues by leveraging platform and industry expertise.
• Responsible for documenting product functionality and country-specific nuances and training Global Support Team members.
• Become a product expert - you’ll be a go‑to resource for both customers and coworkers.
• Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features.
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met

What you will need

• Required: Proficient in English; written and verbal communication skills
• 3+ years of work experience in a travel-related customer/client-facing role
• Demonstrated experience problem-solving with attention to detail
• Organizational skills and experience improving processes
• Flexibility with changing job duties and responsibilities
• Time management skills and ability to prioritize

Nice to Have:

• 3+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level
• IATA accreditation (WWAFT/WAII/BA2)

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail]

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee’s role.

This role will receive a competitive salary + benefits. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

#LI-Remote

Base Pay:

$22.19-$23.49/hr