Switchfly · 4 hours ago
Contact Center Travel Support Agent
United States
Full-time
Remote
Mid LevelSwitchfly is seeking an experienced Travel Support Agent with hands-on OTA and GDS experience to join our customer support team. The role involves supporting travelers with complex itinerary changes and managing bookings using Sabre, while advocating for customers with travel vendors.
Loyalty ProgramsSaaSTravel
No H1B
Responsibilities
Support travelers with complex itinerary changes, cancellations, exchanges, and rebookings across air, hotel, car, and activities
Use Sabre (or comparable GDS) daily to research, modify, and manage travel bookings
Interpret and explain airfare rules, fare differences, penalties, and reissue processes
Navigate hotel and car rental policies to resolve partner-related booking challenges
Take full ownership of customer cases from first contact through final resolution
Communicate clearly and confidently via phone, email, and chat
Problem-solve creatively to identify alternate travel solutions when disruptions occur
Maintain accurate documentation of bookings and customer interactions
Partner directly with airlines, hotels, and travel vendors to advocate for customers
Stay current on travel industry changes, supplier policies, and OTA procedures
Qualification
Required
Recent experience working for an Online Travel Agency, Travel Agency, or airline support environment
Hands-on experience using Sabre GDS (candidates without Sabre experience will not be considered)
Strong understanding of: Airline fare rules and ticket exchanges, Hotel and car rental cancellation policies, Third-party and OTA booking structures
Proven ability to independently manage and resolve complex customer issues
Excellent written and verbal communication skills
High attention to detail and accuracy
Ability to multitask in a fast-paced, service-driven environment
Flexibility to work varied shifts, including evenings, weekends, and holidays
Must reside in Utah at the time of application
Ability to travel occasionally for training or meetings
High School diploma or equivalent experience
Preferred
Experience in a remote or call center travel support role
Familiarity with tools such as Switchfly, Salesforce, Zendesk, or Atlassian
Multilingual skills
Strong track record of achieving customer satisfaction metrics
Benefits
Medical, Dental, and Vision Insurance
FSA and HSA options
Life Insurance
Short- and Long-Term Disability
401(k) with Company Match (immediate eligibility)
Paid Time Off and Company Holidays
Employee Assistance Program
Ongoing training and development
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