Duffel

Financial Planning and Analysis

• Run full-cycle Accounts Payable, ledger management, and employee expenses (Pleo & Brex).
• Manage international payment runs and bank/credit card reconciliations across EUR, GBP, USD, and AUD.
• Support monthly management accounts through GL postings, journals, and supplier/airline reconciliations.
• Identify bottlenecks and help automate, streamline, and optimize our financial processes.
• Partner across teams for internal queries, special projects, and audit deliverables.

Finance Assistant, AP – FTC

Customer Success Manager

• Shape and grow Duffel's Customer Success function, establishing the processes, ways of working and team structure that support our next stage of growth.
• Lead, coach and develop a team of Customer Success Managers across London and New York.
• Design and embed scalable processes, playbooks and operating rhythms that help the team deliver an exceptional customer experience.
• Be a player-coach, supporting your team through executive customer conversations, complex escalations, at-risk accounts and key business reviews when needed.
• Partner closely with Product, Sales and Engineering to bring the voice of the customer into product and commercial decisions.
• Use customer insights and performance data to improve adoption, retention and long-term customer value.
• Travel regularly to meet customers and colleagues, including trips to the US (around 30% travel).

Head of Customer Success

Product Manager

• You'll own the roadmap for the operational backbone of our Payments product
• You'll work closely with Finance, Engineering, and Operations
• You'll define the weekly goals and milestones for the product squad
• You'll partner with internal stakeholders, especially Finance
• You'll bring real depth to the team
• You'll work closely with someone who owns the overall Payments roadmap

Product Manager – Payments

Operations

• Managing day-to-day communication with airline partners, handling inbound airline requests (including NDC updates, distribution changes, and operational queries), and ensuring they continue to progress.
• Maintaining and building reporting across airline performance metrics, tracking supplier commercial frameworks (including commissions and incentives), and helping the team stay informed.
• Coordinating with internal teams to ensure airline requirements are understood, progressed, and aligned across multiple workstreams.
• Supporting pipeline management by maintaining visibility on prospective airlines and ongoing conversations to keep work moving forward.
• Building and improving internal documentation, trackers, and processes across airline partnerships to help the team scale.

Airlines Operations Executive

Account Manager

• Managing day-to-day communication with airline partners and handling inbound requests regarding NDC updates and operational queries.
• Building and maintaining visibility across partnership metrics and tracking supplier commercial frameworks, including commissions and incentives.
• Coordinating with internal teams to ensure airline requirements are understood and following through on tasks to maintain momentum.
• Supporting the Head of Partnerships by maintaining visibility on prospective airlines and ensuring ongoing conversations continue to progress.
• Building and improving internal documentation, trackers, and processes to help the Partnerships team scale

Airline Partnerships Executive

• 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

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