Are you ready for the best destination of your career?
Spotnana is transforming the $11 trillion travel industry by building modern infrastructure that brings freedom, simplicity, and trust to travelers worldwide.
Backed by over $115M in funding from top-tier investors, including ICONIQ, Durable, Mubadala, Madrona, and Sandberg Bernthal Ventures, we are addressing some of the travel industry's most complex challenges—and we need your expertise to help us succeed.
How you’ll make an impact
In the role of Travel Operations Product Support Analyst, you will be responsible but not limited to, for answering and triaging support cases raised by the internal and external customers of the Spotnana platform. From triaging to troubleshooting, you will be at the forefront of customer satisfaction. This role is essential in increasing Spotnana’s capability to successfully deliver value across all of our markets globally during this period of fundamental growth.
What you’ll own
- To be a founding member of the Spotnana Travel Operations Product Support team.
- Triage of tickets raised by customers, including reproducing errors, troubleshooting and prioritizing
- Respond to customers within the defined time frame (SLA’s)
- Record, track, and document the helpdesk tickets using the required customer support software
- Troubleshoot issues that are raised by both internal and external customers
- Manage and maintain a prioritized list of features and issues raised by customers
- Act as a subject matter expert, and provide knowledge to our R&D team
- Work together with the Training Department on collateral to help support the continued growth and education of our users
Experience to bring with you
- A deep understanding of customer use cases and product capabilities. Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
- Familiarity and practical expertise with various success-enablement technologies such as success management platforms, community and portal tools, self-service tools, on-line training tools, etc.
- Demonstrated the ability to lead by serving others, who is a perpetual learner, and who has the ability to continually motivate the team, enhance the company culture, and up level the CX organization
- Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
- High energy, go-getter with fresh ideas who take the initiative to get things done
- Ability to adapt to new processes and experimentation with different approaches
- 10+ years of experience and knowledge within the corporate travel industry
- Excellent analytical and troubleshooting skills
- Strong customer service skills
Let’s talk compensation
Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications.
We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.
What We Do
Spotnana is the travel platform that connects humanity. We are modernizing the infrastructure of the travel industry in order to bring freedom, simplicity, and trust to travelers everywhere. Our groundbreaking Travel-as-a-Service platform revolutionizes travel for corporations and consumers, modernizes how travel suppliers sell their inventory, and enables any company to provide the world's best global travel experiences to their customers.
Why Work With Us
We're modernizing a trillion dollar industry responsible for transporting billions of people every year. We believe people form stronger bonds of trust, empathy, and understanding when they gather together in person.
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