Travel Product Support Specialist

Duffel

Travel Product Support Specialist at Duffel simplifying travel technology. Develop a strong understanding of products, communicate with customers, and resolve technical issues in a supportive environment.

Posted 5/12/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Ability to learn and clearly explain a technical product or concept
Strong written communication skills in English
Experience delivering high-quality customer support for a technical product, or transferable experience in a customer-facing role
Experience supporting business customers in a B2B environment, or willingness to develop this experience
A professional, approachable communication style and a genuine willingness to help others
Confidence communicating with a wide range of stakeholders across different roles and levels of experience
Curiosity and a problem-solving mindset
Familiarity with support tools such as Zendesk and Jira (or similar platforms)
Nice to have: experience in a customer support role within the travel industry

Benefits

Comp & perks

We’re dedicated to your personal growth
Comfortable physical environment
Open to any ideas, concerns and questions
Everyone who joins Duffel owns a share of the company
Equal opportunities employer

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportproduct support documentationcustomer support

Soft Skills

written communicationproblem-solvingcuriosityprofessional communicationapproachability