Customer Support and Travel Concierge Specialist
Posted 3 days ago
Worldwide
⭐
5-10 years experience
Please mention DailyRemote when applying
AI Summary
Provide general customer support via chat and email while managing complex travel arrangements for VIP and corporate clients. This includes manually constructing airfares using GDS and resolving end-to-end travel disruptions.
This is a remote position.
About Us
Founded in 2017 and now backed by industry giant Binance, Travala is the leading crypto-native travel booking service, offering 2,200,000+ properties across 230 countries, 600+ airlines, 50,000+ car rental locations, and 400,000+ activities globally.
Travala is a champion of cryptocurrency adoption, accepting over 100 leading cryptocurrencies alongside traditional payment methods. In addition to unbeatable prices via its Best Price Guarantee, Smart members on Travala can also enjoy additional discounts and loyalty rewards for eligible bookings made on the platform.
We offer 100+ cryptocurrency and traditional payment options, providing our customers with unrivalled choice. Customers can book with confidence using our Best Price Guarantee and with the assurance that our 24/7 support team is there to provide assistance at any time.
By incorporating next-generation blockchain technology and tokenised loyalty rewards, Travala.com is creating a cutting-edge experience at the intersection of Web3 and travel.
Job Overview
We are seeking an experienced Customer Support and Travel Concierge Specialist to join our fully remote, 24/7 global support team. This is a dynamic, dual-purpose role that requires a unique blend of everyday customer service excellence and technical travel expertise.
During your first 3 to 6 months, you will focus on general Customer Support—mastering the Travala platform, understanding our crypto-payment ecosystem, and assisting our diverse global customer base with daily travel inquiries. Once you have built a strong foundation, you will act as a critical point of contact for our VIP and corporate clients—manually constructing complex airfares, proactively managing end-to-end travel disruptions, and delivering authentic, highly personalized support when standard travel procedures aren't enough.
What This Role Is NOT
- Not a scripted support role
- Not a 9–5 predictable job
- Not suitable for someone needing constant guidance
Key Responsibilities
- General Customer Support (Initial & Ongoing Focus): Respond promptly and accurately to general customer inquiries via email, live chat, and Telegram/WhatsApp, guiding them through platform functionalities and basic booking issues.
- Airfare Construction: Utilize your GDS expertise to manually construct, price, issue, and exchange multi-city and mixed-cabin airfares.
- VIP & Corporate Booking Management: Serve as a point of contact for high-value clients, ensuring they receive exceptional, high-touch service.
- Travel Disruption Handling: Manage travel disruptions end-to-end (missed connections, cancellations, supplier issues), finding practical solutions quickly when standard processes don’t work.
- Authentic Communication: Provide empathetic and highly personalized support. We value genuine human connection and problem-solving over scripted or AI-generated responses.
- Cross-functional Collaboration: Work closely with the broader team to escalate unresolved queries, including complex technical or crypto-payment issues.
Requirements
Mandatory Requirements:
- Technical Expertise: Minimum 3+ years of hands-on experience with Sabre GDS (ability to manually price, build, and read complex fare rules is essential).
- Customer Service Excellence: Experience in a travel customer service or concierge role, with a proven ability to handle both high-volume general inquiries and complex, high-net-worth client escalations.
- Lateral Problem Solving: Exceptional critical thinking and common sense. You do not give up when a standard policy fails; you actively search for creative workarounds to ensure the client is taken care of.
- Authentic Communication: Fluent English communication skills (verbal and written) with a high degree of emotional intelligence (EQ) and a personable tone.
- Shift Flexibility: Willingness and ability to work a flexible rotating schedule, including occasionally covering our busiest peak hours (10:00 PM to 3:00 AM GMT+7).
- Tech-Savvy: Comfortable operating in a fully remote, fast-paced tech environment using helpdesk software and remote support tools.
Desirable Requirements:
- Understanding or experience with blockchain technology, distributed systems, and cryptocurrency payments.
- Fluency in a second language.
Benefits
- Competitive Compensation: Income based on work experiences and individual capacity.
- Premium Equipment: High-end working equipment with all peripherals necessary for comfortable work (Our staff are equipped with MacBooks).
- Travel Perks: Access to the Smart Platinum tier on Travala.com to enjoy Travala Smart program’s exclusive discounts & rewards.
- Growth: Learning & Development programs and sponsorship to support your personal development and professional growth.
- Innovation: Exposure to cutting-edge technologies such as Blockchain and Web3.
- Culture: Collaborate with a passionate, diverse, and international team; work in a fast-paced growing startup with a dynamic and professional working environment.
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