Duffel

Customer Support

• Develop a strong understanding of Duffel’s products and share your knowledge with customers and internal teams
• Respond to and, where needed, escalate technical support requests submitted via email or chat
• Explain technical concepts clearly so customers can confidently use our products
• Communicate with customers in a timely, professional, and clear manner to meet internal and customer service expectations
• Create and maintain product support documentation to help customers find answers independently
• Collaborate with Duffel’s technical teams and travel suppliers to resolve customer issues
• Share common support trends and insights to help inform product improvements and future development

Product Support Specialist – API

Travel Product Support Specialist

Account Manager

• Reporting & Visibility: Owning recurring supplier performance reporting across airlines, hotels, and other travel partners.
• Commercial Tracking: Monitoring commission structures, incentives, and contractual mechanics to ensure internal accuracy.
• Operational Coordination: Supporting tasks such as coordinating GDS commission loads and uploading agreements.
• Relationship Management: Acting as the day-to-day contact for suppliers and managing inbound partnership requests.
• Process Improvement: Continuously improving internal documentation and reporting frameworks within the Partnerships team.

Partnerships Operations Executive

IT Support

• Providing hardware and software support to all employees, including remote employees in the US, Europe, and India.
• Owning identity and access management end to end.
• Managing our macOS fleet from procurement through to retirement.
• Owning the London office infrastructure.
• Partnering with our security and infrastructure engineering teams to maintain PCI DSS compliance.
• Building and documenting IT processes and runbooks.

IT Manager

Customer Success Manager

• Own day-to-day relationships with strategic business customers
• Keep customers engaged and help them get the most out of Duffel
• Analyse customer performance and suggest new features or upgrades
• Develop KPIs and monitor business and technical performance
• Champion your portfolio’s product needs to influence our roadmap
• Occasionally represent Duffel at events, panels, and forums

Senior Customer Success Manager

Manager

• Own reconciliation processes across key areas of the business on a daily, weekly, and monthly basis
• Investigate and resolve discrepancies in financial data, working closely with internal teams and external partners
• Support the preparation of monthly management accounts, including journal entries, reconciliations, and analysis
• Maintain and review General Ledger activity across multiple legal entities
• Improve reconciliation processes and help automate workflows to increase efficiency and accuracy
• Document reconciliation procedures and maintain clear operating guidelines
• Partner with internal teams to resolve finance queries and support operational projects
• Support the statutory audit process by preparing documentation and reconciliation schedules

Reconciliation Manager

Technical Recruiter

• Own end to end hiring on all technical roles
• Partner closely with leaders to shape hiring plans (and push back when needed)
• Proactively build diverse talent pipelines - not just wait for applications
• Design structured, inclusive interview processes
• Use data and insight to guide decisions, not gut feel
• Make candidate experience something people talk about for the right reasons