Minimum qualifications

• Live and have legal authorization to work in the United States

• A minimum of 1 year in a user-facing or back of house airline industry role with material experience using global distribution systems -- either Sabre, Apollo or Amadeus

• A minimum of 1 year of experience working with social media moderation and engagement, public relations or consumer escalations

• Exceptional written communication skills in English (live chat experience a bonus); proficiency in Spanish or Portuguese is a strong asset

• Excellent computer skills, a willingness and an eagerness to excel at technical systems

• Possess high level of understanding, patience and empathy. Able to navigate difficult customer conversations with professionalism 

• Have previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location

• Be prepared to work full-time hours on a schedule that includes evenings, weekends and holidays 

• Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things

About the job

Customer advocacy is at the heart of Hopper. As a globally distributed team of travel and hospitality enthusiasts and experts, we believe that every interaction before, during and after booking travel with Hopper should earn our travellers' trust and loyalty.

The Community Support Team Lead is vital in ensuring that we provide a world class customer experience on Hopper’s community support platforms and social media. As a Community Support Agent, you have a passion for the travel industry, enjoy building connections with people and are a natural problem-solver.

You'll work directly with customers to resolve critical customer escalations and with our public relations and growth teams to ensure that the pain points our customers experience during their travel journeys, and how our products help or fall short of solving those pain points, are addressed and accounted for.

Responsibilities

• Advocate for our customers at every step of the way by resolving highly complex and escalated customer issues on social media platforms (most teammates tend to speak to 40+ customers every day). No scripts, human conversation only.
• Work out of multiple global distribution systems (GDSs) and a variety of internal tools and systems to quote, exchange and refund airline tickets
• Help users navigate the Hopper app, troubleshoot bugs and provide guidance on new features
• Constantly prioritize and re-prioritize a high volume of incoming travel requests for air and hotel bookings 
• Provide an exceptional level of customer support to all users who reach out
• Experiment: we are an adventuresome bunch so expect that anything and everything can change!

Benefits

• Well-funded and proven startup with large ambitions and competitive salary
• Generous vacation and unplanned days off policy, and your birthday on us!
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact
• 100% employer-paid telemedicine, medical, dental, vision, disability and life insurance plans

More about Hopper

Today, Hopper is best known as a travel app. We're going to do about $1B in sales this year and weathered the COVID storm better than anyone expected. We just raised $170M from Goldman Sachs and Capital One, and inked a deal to be the exclusive travel provider for Capital One Travel.

We owe our success, in large part, to a proprietary suite of data-driven and risk-based financial services that we have developed that complement a customer's trip-purchasing experience. One example is Price Freeze, where our customers are able to purchase a financial option in the app to lock in any price that they see, on any item, for as short as 1 hour or as long as 21 days with Hopper taking the risk on the other side of the trade.

Now we're laying the groundwork for continued expansion in 2021 by adding great people to our team who can help us compete with the travel giants.

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