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Full-Time

Travel Experience Agent

VIP Services

Confirmed live in the last 24 hours

Spotnana

Spotnana

201-500 employees

Travel technology platform for corporate bookings

Consumer Software
Enterprise Software

Compensation Overview

$19 - $22Hourly

Senior

Remote in UK

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Communications
Customer Service
Requirements
  • 5 years experience in a customer facing service role specializing in VIP customers
  • Sabre GDS experience required
  • Proficient in providing travel related support solutions
  • Knowledgeable in geography, including expedient, cost effective and preferred travel routes
  • Strong organizational skills and the ability to multitask and prioritize in a fast-paced environment (chat/phone/email)
  • Significant travel experience in a customer service role and find satisfaction in providing delight to those experiences
  • Metrics driven as an indicator and motivator of success
  • A skilled communicator, proficient in both verbal and written English who enjoys creating personalized verbal and written communication
  • A team player who thrives in collaborating, giving and receiving feedback and lifting others up
  • Curious thinker who loves to keep learning and thrives in a dynamic and ever-changing environment
  • Flexibility to work non-traditional shifts (early mornings, late evenings, weekends, and holidays), as we scale our support organization
Responsibilities
  • Assist VIP and Tier 2 customers with determining travel options and solutions that meet their business needs
  • Ensure all aspects of travel are fully covered and verified for accuracy and quality
  • Assist clients and support team members on any form of correspondence with customers providing travel related support. Examples may include but are not limited to;
  • Initiating new full service reservations
  • Familiarizing yourself with traveler preferences
  • Assistance with the Spotnana app
  • Providing the most efficient airline routes to securing optimal seating choices
  • Offering a full range of fare class selections that include the lowest available fares
  • Assist with changes to existing reservations and exchanging tickets
  • Monitoring each leg of the reservation to ensure proper seating, communicating reconfirmation of black car service and phone contacts
  • Preregister hotel securing amenity or upgrades
  • Extensive knowledge and use of GDS (Sabre) and third party technologies
  • Ability to leverage multiple technology solutions in combination to deliver a high quality service experience
  • Regularly and proactively capture customer feedback, with clear analysis and proposed next steps
  • Dedication to customer satisfaction and a willingness to do what it takes to get the job done, acting with tact and diplomacy and demonstrating excellent problem solving skills
  • Act on customer requests including complex and lengthy specifications
  • Provide clients with accurate travel and tech related help for information to assist with any client initiated changes and unexpected situations
  • Ensures optimum customer service capabilities through the effective use of chat, email, phone systems and positive telephone service techniques
  • Understands systems and internal navigation
  • Collects data and feedback from customers to close the loop on potential app and customer issues
  • Working hours may vary week to week based on project needs. May be required to work nights/weekends/holidays

Spotnana provides a platform for booking and managing travel arrangements specifically designed for corporations and channel partners. Its platform allows users to access a wide range of travel content, including air, hotel, car, and rail options, and offers self-service features for travelers to make changes or cancellations without needing an agent. Spotnana stands out from competitors by utilizing a modern infrastructure that supports New Distribution Capability (NDC), enabling direct integrations with top suppliers and simplifying travel management. The goal of Spotnana is to enhance the travel experience for both travelers and travel managers through a user-friendly interface and excellent customer service.

Company Stage

Series B

Total Funding

$116M

Headquarters

New York City, New York

Founded

2020

Growth & Insights
Headcount

6 month growth

5%

1 year growth

22%

2 year growth

55%
Simplify Jobs

Simplify's Take

What believers are saying

  • Spotnana's partnerships with industry leaders like Emirates Airlines and Expensify expand its reach and enhance its service offerings.
  • The company's commitment to sustainability, as evidenced by its partnership with Thrust Carbon, positions it favorably in an increasingly eco-conscious market.
  • Leadership changes, including the appointment of Steve Singh as CEO, bring experienced industry veterans to the helm, potentially driving strategic growth and innovation.

What critics are saying

  • The competitive travel technology market requires continuous innovation to maintain a leading position, posing a challenge for Spotnana.
  • Integration of new leadership and strategic direction may lead to transitional challenges and potential misalignments.

What makes Spotnana unique

  • Spotnana's platform offers deep direct integrations with top suppliers through New Distribution Capability (NDC), setting it apart from competitors relying on traditional distribution methods.
  • The company's microservices-based architecture allows for rapid product development and independence from Passenger Name Records (PNRs), providing a more flexible and modern solution.
  • Spotnana's focus on self-service options for travelers, such as completing exchanges and redeeming unused ticket credits without agent assistance, enhances user autonomy and convenience.

Benefits

Competitive Compensation - Salary, performance bonuses, and equity stock options in a fast growing start up

Comprehensive health insurance - Medical, dental and vision at no cost to the employee

Retirement savings plan - 401(k) for U.S. employees with an employer contribution

Paid time off - Paid vacation days, paid holidays, and leaves for life events

Hybrid work model - Offices with amenities and a monthly work from home internet and phone benefit

Focus Fridays - Regular time to concentrate on deep work with no internal meetings