Travel Operations Manager

We're looking for someone that is willing to work a shift pattern including evening hours.

We are making travel effortless. Join us.

Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.

That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we are backed Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.

Something to consider when reading this job advert

We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit.

Travel Operations at Duffel

Travel sellers across the globe, from traditional travel agents to the latest mobile apps, use Duffel to sell flights/hotels. (We call these travel sellers "merchants".)

Our merchants will never know that we exist - but they're relying on us to get them where they want to go, we act as the accredited travel agent. We own and are responsible for their bookings - including complying with the airlines' rules and policies.

The Travel Ops team is there to handle all types of queries related to bookings- whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our merchants to make sure that the travellers get great customer service.

This role is more than a typical customer support job. As an early-stage startup, we're seeking individuals who can help build our team's processes from the ground up.

We are seeking a dynamic and experienced individual to join our team as a Travel Operations Manager. As the first point of contact for our customers, you will play a crucial role in delivering exceptional customer service and ensuring a seamless customer experience. In addition to providing support to our customers, you will also be responsible for supervising and guiding a team of support agents, while ensuring that our service quality meets and exceeds expectations.

What we're looking for in you

Previous experience within the Travel Industry with at least 5 years of managerial experience. Previous team management experience, including coaching and mentoring a team, is required. Proficiency in using a GDS (Travelport/Galileo preferred) is required. Experience using Zendesk for customer support queries across voice, chat, and email channels is highly desirable. Ability to think outside-the-box and willingness to go the extra mile to resolve customer issues. Customer obsessed, with a passion for delivering exceptional customer service. Strong attention to detail and a commitment to maintaining high-quality standards. Experience in quality assurance processes and methodologies is preferred. Ability to document training materials and deliver training to agents is an asset. Flexibility to work weekends and out-of-business hours as needed. Based in the US, preferably NY area. Strong network to help recruit for and grow our team quickly.

What you'll be doing

Serve as the primary point of escalations for our customers, handling incoming emails, calls, and live chat messages to assist with their queries. Supervise and guide a team of internal and external support agents, ensuring that customer inquiries are addressed promptly and efficiently. Lead the hiring and onboarding of new team members in the US. Manage the Travel Operations team ROTA, time & attendance, etc. Conduct regular quality audits of customer interactions, providing feedback and coaching to support agents as needed. Bring back client feedback and insights to help our team build better products and improve our customer journey. Build and maintain strong relationships with travellers and travel sellers using the Duffel platform. Help to build and maintain our training materials to support both onboarding and agent day-to-day including change management. Participate and occasionally lead operational meetings with clients. Collaborate with other teams within the organisation to identify opportunities for process improvement and enhance the overall customer experience.

What you can expect from us

We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company.

We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.