Duffel

Operations

• Facilitate training sessions for in person and virtual teams to include agent onboarding, upskilling, and refresher training
• Translate policies, workflows, IT systems, and supplier updates into effective training content
• Communicate performance expectations to Travel Ops leadership and agents
• Develop, deliver, and maintain training materials for all workflows and processes owned by the Travel Ops team
• Assist in developing and maintaining training schedules with Travel Ops Managers and virtual teams
• Support daily queue work as needed
• Participate in the new agent hiring process
• Other activities as assigned

Travel Operations Trainer

Technical Customer Success

• Communicate proactively with strategic customers as their primary point of contact at Duffel, keeping the customers engaged and maximizing the use of our services and solutions.
• Manage the implementation process with a subset of Duffel customers as they build a travel experience on top of Duffel’s fulsome API tools.
• Answer product questions and resolve API issues via email, slack, and zoom.
• Support the Duffel sales team on technical review calls with prospective customers.
• Maintain deep technical knowledge of the Duffel platform to educate customers on best practices.
• Establish and manage best practices to onboard and engage customers with sound and robust processes.
• Develop KPIs with each customer to measure and optimize business and technical performance.
• Analyse customers’ needs and advise how they can use our APIs to better meet them.
• Champion product needs within Duffel to inform our technology strategy and roadmap.

Customer Success Engineer

• We are making travel effortless. Join us.
• Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.
• That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.
• The Travel Ops team is there to handle all types of queries related to bookings- whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our customers to make sure that the travellers receive great customer service.

Travel Operations Trainer

Customer Success Engineer

Travel Operations Administrator