Customer support travel specialist

Customer support travel specialist
Our philosophy for customer service is simple: Listen to the customer. Understand their needs. Take ownership. Solve the problem. When a customer contacts Miraee, you take the responsibility till the need is addressed or the issue is solved.

You will own urgent disruptions, complex multi-leg trips, VIP requests, and edge cases the AI agents couldn't resolve. Our customers include CEOs, CFOs, senior executives, executive assistants, and frequent business travelers with urgent and complex travel needs.

You will own four KPIs:

• First-Response Time (FRT)
• Resolution Time
• Customer Satisfaction (CSAT)
• Ownership Rate End-to-End Issue Resolution

What you will do

• Handle flight changes, cancellations, rebooking, delays, missed connections, and other travel disruptions especially last-minute and complex requests.
• Book domestic and international flights, hotels, car rentals, rail, airport transfers, and ground transportation when the frequent travelers are in need.
• Flag recurring pain points and agent failure patterns to Product and Engineering so the AI improves - you are a key input to our product feedback loop.
• Support travelers with check-in, seat and upgrade requests, and hotel needs such as early check-in and late checkout.
• Assist with restaurant bookings, private dinners, meetings, conferences, and other business travel needs.
• Understand the traveler's schedule and recommend the best available option.
• Work directly with airlines, hotels, and travel partners to resolve customer issues.
• Support customers across phone, chat, email, and messaging; keep them updated until the issue is fully resolved.
• Escalate account-level or program-level issues to the Enterprise Customer Success Manager; you own the traveler, they own the account.

Experience needed

• 3 - 5 years in corporate travel, business travel, airline ticketing, travel agency, or travel customer support.
• Hands-on experience with at least one GDS: Sabre, Amadeus, Apollo, Galileo, or Travelport.
• Experience handling US domestic and international travel.
• Experience supporting business travelers, senior executives, VIPs, or frequent travelers.
• Strong understanding of flight bookings, changes, cancellations, exchanges, refunds, and fare rules.
• Experience handling travel disruptions and last-minute changes.
• Prior experience at a corporate travel desk or travel management company preferred.

Skills we value

• Excellent spoken and written English.
• Strong attention to detail.
• Sound problem-solving and decision-making.
• Comfortable with demanding travelers with complex needs.
• Able to manage multiple customer requests simultaneously.
• Takes ownership instead of passing problems along.
• Comfortable with travel technology and quick to learn new systems including working alongside AI agents.