Product Support Specialist

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. We were part of Y Combinator S18's cohort and we are backed Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.

Something to consider when reading this job advert

We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit.

Go to Market Team at Duffel We are a small and scrappy team that signs and manages win-win partnerships with businesses that want to sell travel to their users. We are the engine that grows Duffel and are on the front line engaging with our customers every day. You can have a big impact if you are a self-starter who enjoys helping customers solve challenging problems and like to go deep in the weeds to analyze and solve technical problems.

What we're looking for in you

• Ability to learn and explain a technical product or concept
• Excellent English language and written communication skills
• Experience providing outstanding customer service for a technical or digital product
• The ability to present yourself with professionalism, friendliness, and a willingness to assist
• Confidence to speak with customer staff at every level - from Jr. Intern to CEO
• Natural curiosity and a problem-solver
• Familiarity with support tools such as Zendesk and Jira
• A plus: 1+ year experience in a customer support role in the travel industry

What you'll be doing

• Gain an expert level understanding of Duffel’s products and share your knowledge with our customers and Duffel colleagues
• Answer and/or escalate technical support requests that customers submit via email or chat
• Clarify technical concepts such that customers can understand and process them.
• Respond promptly, professionally, and clearly to customers in order to achieve internal and contracted SLAs
• Increase the percentage of questions that customers can answer themselves by creating and maintaining product support documentation
• Coordinate with Duffel tech team to raise support requests with travel suppliers as required to solve customer problems
• Influence Duffel’s product roadmap by reporting common support themes and suggesting improvement ideas