Overview

Minimum qualifications

  • Live and have legal authorization to work anywhere in the United States
  • A minimum of 2 years in a user-facing or back of house airline industry role with material experience using global distribution systems — either Sabre, Apollo or Amadeus
  • 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.

As a Travel Experience Agent, you have a passion for the travel industry, enjoy building connections with people and are a natural problem-solver. Hopper’s goal is to become the most customer-centric travel company in the industry, and a big part of that is providing the absolute best service to our customers. We are looking for people who love helping others, are persistent, empathetic, kind and curious.

Responsibilities

  • Help customers via chat or email to ensure they have the best possible experience (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 medical, dental, vision, disability and life insurance plans
  • Access to a 401k

More about Hopper

Despite the pandemic’s impact on the travel industry, Hopper has emerged stronger than ever. As the travel industry continues to rebound, Hopper has demonstrated significant outperformance with its category-leading mobile-only marketplace, delivering value to customers and supply partners with the company’s proprietary suite of fintech offerings.

Here are just a few stats that demonstrate the company’s recent growth:

– Hopper’s valuation is now over $5B. The company’s valuation has more than tripled since early 2020.

– The company grew its revenue by more than 300% YoY in 2021. Hopper’s monthly revenues are now 375% higher than its pre-pandemic high point and Hopper Cloud, Hopper’s new B2B initiative, is already 15% of its revenues and growing.

– According to Apptopia, Hopper was the #1 most downloaded OTA in the US in 2021. The app has over 70 million downloads.

– Hopper’s recovery is faster than the market and its share of the air travel market in North America is now 300% higher than prior to the pandemic, according to MIDT.

– The company sells over $2B in travel and travel related financial services annually

– Hopper’s fintech offerings, such as Price Freeze and Rebooking Guarantee, now represent over 70% of its air revenue.

– Given the success of its travel fintech, Hopper recently launched a B2B initiative called Hopper Cloud, where any travel provider can unlock a totally unique revenue stream by seamlessly integrating and offering Hopper’s travel content and fintech products. Hopper Cloud partners include Capital One, Kayak, Marriott, Amadeus, Trip.com, and MakeMyTrip.

– The industry opportunity for Hopper Cloud is enormous as projections estimate that if all travel distribution channels offered travel fintech, it could increase the total consumer spend for the sector by $200 billion annually.

All this recent growth is just the beginning. There are still so many new opportunities we’re excited to tackle in the next year!