🛠 Tech Stack

💼 About This Role

You'll manage escalations and resolve complex travel issues for Navan's customers, collaborating with internal teams to prevent future problems. You'll be the key point of contact for high-stakes situations, ensuring timely resolutions and restoring customer trust. Root cause analysis and cross-functional collaboration are central to your success.

🎯 What You'll Do

• Prioritize and respond to support escalations via calls, email, and chat.
• Analyze root causes and find timely, cost-effective resolutions.
• Communicate with customers throughout the case and provide final RCAs.
• Document inquiries, requests, resolutions, and follow-up tasks.

📋 Requirements

• 5-9 years in a TMC/BT Consultant role covering air, rail, and hotel.
• 5+ years with multiple GDS experience (Sabre, Amadeus, Galileo) at advanced level.
• Intermediate level Sabre (Sabre 4 native) required.
• IATA accreditation (WWAFT/WAII/BA2).

✨ Nice to Have

• Customer service experience in a contact center or customer-facing role.
• Tech savvy with confidence in Gmail, Zendesk, Slack, and Salesforce.
• Experience with de-escalation and conflict resolution.

🎁 Benefits & Perks

• 🏖️ Flexible shifts (early mornings, late evenings, weekends).
• 📈 Growth mindset and continuous improvement culture.
• 🤝 Collaborative team environment with cross-functional exposure.

🚩 Heads Up

• Requires IATA accreditation, which may limit candidates.
• Working non-traditional shifts (early mornings, late evenings, weekends).