Travel Operations Specialist at Hopper - Remote PH — Columbus
Traveler-Friendly Insight
This role is tagged #LI-REMOTE and is targeted at Philippines-based employees, suggesting it is a remote position within the Philippines. For digital nomads already residing in or eligible to work in the Philippines, this is a legitimate remote opportunity with a well-funded global travel tech company.
Timezone considerations: As a Travel Operations Specialist handling real-time queue monitoring, same-day voids, and rapid-response escalations, this role almost certainly requires fixed shift hours — potentially aligned with North American business hours (e.g., EST/PST overlaps), given Hopper's primary customer base. Pure async work is unlikely; expect live queue coverage requirements.
Visa & location flexibility: The 13th month salary clause and De Minimis benefits are Philippines Labor Code-specific, strongly indicating this is a Philippines-resident hire. Cross-border nomad arrangements (e.g., working from Thailand or Vietnam) would likely conflict with the employment structure unless independently negotiated.
Relevant perks for remote workers:
- Monthly internet utility allowance — useful for home office or coworking setups
- Carrot Cash travel stipend — a genuine perk for travel-minded employees
- 100% health insurance coverage from day one
If you're a nomad based in the Philippines or considering settling there, Metro Manila's cost of living is moderate, allowing a competitive tech salary to stretch well. This is best suited to Philippines-resident professionals rather than roving nomads.
Travel Operations Specialist
About the Role
Hopper's Travel Operations Specialists sit at the intersection of customer advocacy and operational expertise — the go-to resource for CS teams and travellers navigating complex, high-stakes situations. In this role, you'll own escalation management across air, hotel, fulfillment, and rapid response channels, ensuring every customer interaction upholds the trust and loyalty Hopper is built on. It's a role that demands deep travel knowledge, sharp judgment, and a genuine commitment to getting the right outcome for every user.
What Would Your Day-to-Day Look Like
- Document and manage internal escalations, acting as the primary intake representative for incidents and drafting SOPs to prevent recurring disruptions
- Monitor multiple queues simultaneously — from automation errors to same-day voids and cancellations — adjusting priorities in real time as conditions shift
- Interpret travel advisories and coordinate workflows that process high volumes of schedule changes driven by disruptions or disasters
- Communicate directly with airlines, hotel providers, HTS partners, and Hopper customers via phone, email, and chat to gather the information needed to resolve escalated concerns
- Service complex bookings — including net fares, multi-ticket itineraries, and commission-based arrangements — often within the same PNR
- Support Hopper-specific products like Cancel for Any Reason and Price Freeze, applying sound judgment to unconventional scenarios
- Go beyond the playbook when needed — if a customer needs something you haven't handled before, you find a way
An Ideal Candidate Has
- At least 3 years of experience in a customer-facing or back-of-house airline or travel agency role
- Hands-on proficiency with native Sabre as primary GDS, with working knowledge of Amadeus and Travelport (Apollo)
- Solid understanding of fares, airline contracts, ticketing rules and regulations, and NDC/portal-based products
- Strong written and spoken English communication skills; French bilingualism (CEFR B2+) is a meaningful asset
- Familiarity with ticketing procedures across air, hotel, and ground transportation
- North American geography knowledge, with the ability to apply it to real booking and routing decisions
- The composure and empathy to handle difficult customer conversations professionally under pressure
- A learning mindset — you treat new challenges as opportunities and actively seek to grow your expertise
- Preferred: 3+ years at a leisure or corporate travel agency, with experience in complex exchanges, refunds, and both domestic and international reservations
Perks and Benefits
- Well-funded and proven startup with large ambitions, competitive salary
- Hopper covers 100% of the cost for employees, and up to two dependents, for employer-sponsored health insurance
- Hopper covers 100% of premiums for supplemental accident and life liability insurances, from day one
- Unlimited PTO
- Monthly internet utility allowance
- 13th month salary for Philippines (PHL) employees, paid in December
- Carrot Cash travel stipend
- De Minimis benefits: dependent medical, rice subsidy, uniform/clothing, medical assistance, and laundry allowances
- Entrepreneurial culture where pushing limits and taking risks is everyday business
- Open communication with management and company leadership
- Small, dynamic teams with massive impact
More About Hopper
At Hopper, we are on a mission to become the leading travel platform globally — powering Hopper's mobile app, website, and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility, and savings to travelers globally.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers — with 70% of its users being Gen Z and millennials.
Through HTS, our B2B division, the company supercharges its partners' direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.
Recent Growth Highlights:
- Billions of dollars worth of travel and travel fintech sold through Hopper and HTS channels every year
- Fintech products (Cancel for Any Reason, Flight Disruption Assistance) receive exceptionally strong CSAT scores
- Almost 30% of app customers purchase at least one fintech product when booking; consumers are 1.6x more likely to repurchase when fintech is added
- HTS now represents more than 75% of the business; partners include Capital One, Air Canada, Uber, CommBank, Nubank, and Flair Airlines
- Named the #1 most innovative company in travel by Fast Company
- #3 largest online travel agency in North America
- Raised over $750 million USD in private capital
Come take off with us!
Frequently Asked Questions
Is this Travel Operations Specialist role fully remote?
What GDS systems are required for this role?
Does Hopper provide health insurance from day one?
Is French language ability required for this position?
What kind of bookings will I handle in this role?
