Switchfly · 1 month ago
Contact Center Travel Support Agent
United States
Full-time
Hybrid
New Grad, Entry Level
$23/hr - $28/hrSwitchfly is a leading Online Travel Agency (OTA) seeking an experienced Travel Support Agent to join their customer support team. The role involves assisting customers with travel bookings and issues, utilizing a Global Distribution System (GDS), and providing exceptional customer service.
Loyalty ProgramsSaaSTravel
No H1B
U.S. Citizen OnlyHiring Manager
Charu G (MS CS), CDR
Responsibilities
Assist customers with itinerary changes, cancellations, and rebooking for flights, hotels, car rentals, and activities
Utilize Sabre or other GDS tools to research and manage flight and travel bookings efficiently
Take full ownership of customer issues—ensuring thorough follow-up until a resolution is achieved
Provide clear, accurate information about fare rules, hotel and rental policies, and change or cancellation fees
Deliver prompt, empathetic, and solution-oriented support via phone, email, or chat
Resolve complex travel issues by thinking critically and proactively identifying alternatives or next steps
Maintain accurate records of customer interactions and booking updates
Collaborate with airline, hotel, and other travel partners to advocate for and resolve customer concerns
Hold yourself accountable for providing timely, effective service and delivering a positive customer experience
Stay informed on industry updates, travel restrictions, and OTA procedures
Qualification
Required
Travel industry, Travel Agency, or Online Travel Agency experience
Proficiency with Sabre or a similar GDS system
Strong understanding of airline fare rules, hotel cancellation policies, and third-party booking procedures
Demonstrated ability to take ownership of customer cases, problem-solve independently, and follow through to resolution
Excellent communication skills and attention to detail
Ability to multitask and remain composed in a fast-paced environment
Flexibility to work varied shifts including evenings, weekends, and holidays
Ability to travel if needed for training or meetings
High School diploma or equivalent experience
Preferred
Experience in a call center or remote support environment
Familiarity with customer relationship, travel platform, or project management systems such as Switchfly, Atlassian, Salesforce, or Zendesk
Multilingual abilities are a plus
Passion for delivering exceptional customer experiences and achieving high customer service scores
Benefits
Medical, Dental, and Vision Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
Life Insurance
Short-Term and Long-Term Disability Coverage
401(k) Plan with Company Match — Eligible to Contribute Immediately
Paid Time Off and Company Holidays
Employee Assistance Program (EAP)
Training Provided and Ongoing Development Support
Company
Switchfly
Switchfly is a travel-commerce and loyalty SaaS platform that enables enterprises to rapidly deploy state-of-the-art online travel services.
Founded in 2003
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$33.8MKey Investors
Thayer VenturesStarVest PartnersCanaan Partners
2019-01-24Private Equity
2012-10-12Series C· $2.8M
2012-03-01Series C· $15M
Leadership Team
Nowell Outlaw
Chief Executive Officer
Recent News
phocuswire.com
2025-03-03
Company data provided by crunchbase