Are you ready for the best destination of your career?
Spotnana is modernizing the infrastructure for the multi-trillion-dollar travel industry. Our groundbreaking travel platform powers next-generation travel experiences for Fortune 100 companies and the world’s leading airlines, hotel chains, technology providers, and financial services firms.
We are tackling the hardest problems the travel industry has to offer, and we need your help. Join us in our quest to make travel effortless so it’s easier for everyone to build deeper connections, stronger teams, and unforgettable memories.
Culture Is Always Fluid. It Evolves As a Business Grows, Along With The People Who Drive It Forward. We Seek People Who Have Different Perspectives, But Shared Values. Before You Embark On This Journey, Quickly Check In On Whether You Are Aligned With Our Company Values
- Obsessed with Customer Needs: We earn the trust and loyalty of our customers by solving their problems.
- Do the Impossible: We solve tough problems through innovation and are inspired by unprecedented challenges.
- Build Globally, Serve Locally: We embrace a global mindset and celebrate diversity as we serve customers around the world.
- Act Like Owners: We constantly find problems to solve. Decisions are not made in isolation. We work hard, work smart, and work together.
- Constantly Change, Learn & Evolve: We flourish by adapting quickly to new challenges and by learning from everyone around us. Building something new is not always glamorous work. Roll up your sleeves, get your hands dirty, and evolve.
- Respect Above All: We are humble and treat others with the same respect we desire for ourselves. Our work culture is a safe environment where everyone is open to feedback and new ideas.
How You’ll Make An Impact
As a Contractor on our Seat 1A Team, you will be our frontline ambassador meeting the day-to-day travel requirements of our clients. We need customer obsessed team members who can adapt to the changing landscape in travel and deliver exceptional outcomes for our clients. You are passionate about helping people, obsessed with customer experience, and an expert in all things travel.
What You’ll Own
- 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
Experience To Bring With You
- 5 years experience in a customer facing service role specializing in VIP customers
- Highly accountable for ensuring quality and accuracy of each trip occurs without exception
- 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
Let’s Talk Compensation
This is an 6 month Contract position with up to 40 hours per week.
The compensation range is $25 - $30 per hour.
We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.