b2b Service process specialistHopper

THE ROLE
Customer advocacy is at the heart of Hopper. We believe that every interaction before, during and after buying with Hopper should earn the customer's trust and loyalty. We focus every company decision first on what's best for our customers.
Customer service is an important driver of core business metrics, in particular retention and lifetime customer value. We measure the effectiveness of our work through this lens.
The B2B Service Process Specialist is part of the B2B Customer Service Product Team, supporting our overall customer service product(s) that we are offering our B2B Client. Our customer service products are: Front Line Agent Support, Back-Office Fulfillment Support, Premium/VIP Support, Service Desk (Supervisor) Support, and Fraud. The specialist will work with the Service Product Team to ensure we are meeting the needs of our B2B Client. A successful candidate in this role will always see the big picture, and be able to work closely with our operations/delivery team and BPO partners to ensure they have the mechanisms for success.
IN THIS ROLE, YOU WILL:
Support the execution of the overarching customer service product strategy in collaboration with the B2B Client and internal stakeholders.
Serve as the primary point of contact for escalated service product/process issues, triaging as needed to find answers and support for the Outsourced Service Providers.
Work closely with the Service Delivery/Operations Team to ensure the Outsourced Service Providers have the right tools and resources to deliver the customer service experience required.
Work closely with the Hopper Air Operations and Automation team and the Outsourced Service Provider Fulfillment teams, bridging the gap to support development and execution of process and procedures.
Work with the Knowledge Base Manager to create processes and procedures for agents, and update documents as needed.
Ensure all customer escalations are correctly tracked, and respond to informational requests from the B2B client - researching issues and providing details into what happened.
Track and payout ADMs as needed, and funnel insight to the Knowledge Base Manager so we can create or modify agent content to reduce these payouts.
Update our internal database as needed with airline waivers or other information relevant for agents.
Research and resolve flagged payment issues, and coordinate as needed with the Air Operations and Automation team and Engineering team.
Work with key stakeholders across the organization in a fast-paced, collaborative environment.
A PERFECT CANDIDATE HAS:
Demonstrable experience working in a customer service operational leadership role, preferably in Travel.
Understanding of end-to-end online travel agency (OTA) workflows from shopping through servicing.
Experience working with distributed teams and Outsourced Service Providers.
Experience in service delivery metrics.
Strong analytical skills with the ability to create solutions for operational problems.
Demonstrated ability to meet tight deadlines and quick turn time while maintaining high quality of work.
Ability to think conceptually and creatively in order to continually develop better customer experience.
Ability to articulate ideas with diverse audiences to provide information and clarification regarding policies, procedures and best practice.
Figure-it-out, get-it-done attitude.
Despite the pandemic's impact on the travel industry, Hopper has emerged stronger than ever. As the travel industry continues to rebound, Hopper has demonstrated significant outperformance with its category-leading mobile-only marketplace, delivering value to customers and supply partners with the company's proprietary suite of fintech offerings.
Here are just a few stats that demonstrate the company's recent growth:
- Hopper's valuation is now over $ . The company's valuation has more than doubled since early 2020.
- The company grew its revenue by more than 300% YoY in 2021. Hopper's monthly revenues are now 375% higher than its pre-pandemic high point and Hopper Cloud, Hopper's new B2B initiative, is already 15% of its revenues and growing.
- According to Apptopia, Hopper was the #1 most downloaded OTA in the US in 2021. The app has over 70 million downloads.
- Hopper's recovery is faster than the market and its share of the air travel market in North America is now 300% higher than prior to the pandemic, according to MIDT.
- The company sells over $2B in travel and travel related financial services annually
- Hopper's fintech offerings, such as Price Freeze and Rebooking Guarantee, now represent over 70% of its air revenue.
- Given the success of its travel fintech, Hopper recently launched a B2B initiative called Hopper Cloud, where any travel provider can unlock a totally unique revenue stream by seamlessly integrating and offering Hopper's travel content and fintech products. Hopper Cloud partners include Capital One, Kayak, Marriott, Amadeus, , and MakeMyTrip.
- The industry opportunity for Hopper Cloud is enormous as projections estimate that if all travel distribution channels offered travel fintech, it could increase the total consumer spend for the sector by $200 billion annually.
All this recent growth is just the beginning. There are still so many new opportunities we're excited to tackle in the next year!
Hopper

Manila City, Metro Manila
Permanent
Full-time