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About the role
Key responsibilities & impact- Act as the final point of escalation for counselor issues, providing expert-level troubleshooting for complex bookings, policy conflicts, ticketing errors, and service recovery.
- Deliver structure 1:1 coaching, skills-based support, and performance observations to peers as directed by leadership or driven by issue trends.
- Act as workflow SME by maintaining active knowledge of GDDS, booking tools, and operational platforms (Amadeus, Salesforce, KAYAK, etc.) to support service continuity and accuracy.
- Partner with multiple teams (i.e. Customer Care, After-Hours, etc.) to ensure clean transitions and resolution of pending handoffs.
Requirements
What you’ll need- 5+ years of corporate travel experience, with demonstrated expertise in complex international bookings, fare rules and ticketing logic.
- Expert level proficiency in GDS systems (Amadeus preferred) and ability to coach others in usage, troubleshooting, and fare optimization.
- Prior experience in an escalation support or peer coaching capacity strongly preferred.
- Advanced written and verbal communication skills, including real-time decision-making, conflict de-escalation, and service recovery messaging.
- Excellent time management and prioritization skills, with the ability to triage and respond to multiple channels simultaneously.
- Familiarity with Salesforce, Slack, and operational dashboards preferred, proficiency with Google Workspace or Microsoft Office required.
- Strong team player who demonstrates ownership, emotional intelligence, and a proactive, collaborative mindset.
- Passion for customer service, operational excellence, and helping others succeed.
- Ability to work independently, make confident decisions and take ownership of complex booking scenarios and escalations.
- Demonstrated ability to apply critical thinking and excellent business judgment with a general curiosity about how things work.
- Self-starter with the ability to work independently, think creatively, and take initiative without requiring close supervision.
- Independent and adaptable, able to manage priorities and think outside the box while supporting team and business goals.
Benefits
Comp & perks- VIP-level service delivery support as needed during high volume periods, complex booking scenarios, or coverage gaps
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
GDS systemsAmadeuscomplex international bookingsfare rulesticketing logictroubleshootingfare optimizationcoachingservice recoveryconflict de-escalation
Soft Skills
advanced written communicationadvanced verbal communicationtime managementprioritizationteam playeremotional intelligenceproactive mindsetcritical thinkingbusiness judgmentindependent decision-making