Product Support Specialist

Join Duffel as they are looking for a Product Support Specialist

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 by 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. (We call these travel sellers "merchants".) 

For many of our merchants, we act as the accredited travel agent. We own and are responsible for their bookings - including complying with the airlines' rules and policies. 

You won't talk to travellers directly - instead, you'll work with merchants and Airline partners to make sure that the travellers get great customer service and understand how to use our products effectively.

You'll build great relationships with the merchants by responding to their queries and working with our Product Development team to escalate technical problems and shape the future of the product.

This isn't your ordinary customer support job - we're an early-stage startup, so you'll help to build and refine the team's processes from the ground up.

You may have experience in one or more of the following roles: Customer Support and/or Client Operations.   

About The Role

As a Product Support Specialist, you will become a product expert and be responsible for sharing that knowledge with our customers. Internal teams will rely on you to educate them on our product. In addition to being a product expert, you'll have the opportunity to take on projects to help our company scale and grow.

As a Product Support Specialist, you will:

Answer and/or escalate all support tickets via email and chat Drive resolution by digging in and escalating challenging tickets Ensure that all tickets meet our service level agreements  Provide customers with a great experience via email in Zendesk Create and update non-technical and technical documentation as the product evolves Report to the company any common themes or questions that arise and drive change Develop and improve support processes and tools

You'll be a great addition to the team if you have:

Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate Experience with using or supporting SDKs and/or APIs The ability to present yourself with professionalism, friendliness, and a willingness to assist Ability to learn and explain a technical product or concept Natural curiosity and are a problem solver Familiarity with Support tools such as Zendesk and Jira

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.

Note to recruitment agencies

Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.