Travel Support Specialist

Job Title: Travel Support Specialist Department: Flights & Customer Success Location: Remote Employment Type: Full-time Reports to: Assistant Team Leader & Team Leader About Pay Later Travel At Pay Later Travel, we’re on a mission to make travel more accessible and stress-free. As an Australian-based fintech leader, we empower customers with flexible travel payment solutions. Our team plays a critical role in delivering seamless experiences for travelers around the world. Why Join Us High Growth & Innovation: Be part of a fast-growing company that is changing how people travel. Human-Centered Impact: Contribute to exceptional customer journeys through smart, empathetic support. Empowering Culture: Thrive in an environment that values ownership, teamwork, and continuous improvement. Flexibility & Opportunity: Enjoy remote flexibility, meaningful work, and global career pathways. Role Overview As a Travel Support Specialist, you will support customers throughout their booking journey. You will work within a specific operational domain—such as ticketing, rebookings, refunds, schedule changes, or frontline support—tailored to business needs and your technical strengths. Whether handling inbound channels like phone and live chat or focusing on critical back-office administrative tasks, clear written and verbal customer communication remains central to the role. Across every channel, your objective is consistent: deliver accurate, timely, and empathetic support that helps travelers navigate their plans with confidence. You will regularly use tools like Sabre GDS and modern CRM platforms to drive fast resolutions and maintain high service standards. Key Responsibilities Be Customer Obsessed Deliver accurate, timely, and friendly support that resolves customer needs and builds lasting trust. Escalate complex issues promptly and flag friction points to improve the overall customer journey. Be a Team Player Work collaboratively with peers and leaders to maintain a supportive, high-trust team dynamic. Communicate proactively, stay open to constructive feedback, and uphold company values in day-to-day interactions. Own Your Goals Align daily execution with team objectives and meet key performance targets consistently. Track individual performance, proactively seek clarity, and maintain accountability for your outcomes. Identify and Resolve Problems Identify operational bottlenecks or workflow errors and take proactive steps to fix them. Contribute pragmatic ideas to refine processes and prevent recurring issues. Be Data-Led (Test & Learn) Leverage operational metrics to prioritize workload effectively. Apply feedback iteratively, test new workflows, and refine service quality over time. Who You Are Proven Travel Support Background: Demonstrated experience working in travel customer service, ticketing operations, or airline support. Sabre GDS Proficiency: Comprehensive, hands-on ability to independently manage ticketing, reissues, schedule adjustments, and fare rule compliance. Strong Multi-Channel Communication: Skilled in delivering clear, professional, and empathetic support via phone, live chat, and email. Remote-Ready & Adaptable: Comfortable navigating digital collaboration tools and thriving in a fast-paced, autonomous remote environment. Accountable & Action-Oriented: Takes initiative, acts with appropriate urgency, and maintains high standards for quality and detail.