Product Support Specialist, Duffel
2+ days a week in office
API toolkit for selling flights online
Be an early applicant
API toolkit for selling flights online
21-100 employees
Be an early applicant
2+ days a week in office
21-100 employees
Company mission
Duffel is on a mission to rebuild the infrastructure that underpins the travel industry to make it accessible for anyone who wishes sell travel.
Role
Who you are
- 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 the job involves
- 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
Salary benchmarks
Our take
In the same way that challenger banks have come along to re-invent legacy banking software from the ground up, Duffel is doing the same in the travel market, linking up airlines directly with travel agents with a modern platform.
Duffel's system connects with airlines’ booking channels more extensively than those of incumbent operators, like Amadeus and Sabre, meaning it can facilitate selling not just seats on a plane, but also other products such as speedy boarding, airport transfer and seat selection.
Add-on products make up an increasing part of airline revenues but are mostly sold through airlines' own websites at the moment (whereas bookings are increasingly being made via intermediaries like Skyscanner). Duffel's technology will make it easier for airlines to sell more of these ancillary services, which is what makes its product so attractive to airline customers.
Duffel's main competitor in Europe, Amadeus, has several billions in revenue and over 15,000 employees, so there's a big challenge ahead, but a big prize if the company succeeds in capturing some of that market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Tech & tools
"Elixir is really fun to use, and the onboarding gives you time to get stuck in with learning it. Duffel uses all the latest tools and technologies..."
Funding (last 2 of 4 rounds)
Oct 2019
$30m
SERIES B
Jun 2019
$21.5m
SERIES A
Total funding: $56.4m
Company benefits
- Flexible Working. Flexible Working. We work from the office 2 days per week where you'll be trusted to manage your own routine. Work 25 days per year from anywhere in the world upon manager approval
- Paid Sabbatical. 12 weeks fully paid sabbatical after 4 years working at Duffel
- Plenty of holidays. 27 days of annual leave per year + public holidays
- Duffel Credits. A stipend to spend on flights for you and your family (just book it through Duffel's platform!)
- Well-being. Physical and mental well-being support is provided through private healthcare. We also offer transportation schemes via our benefits platform
- Retirement & Pension. Duffel will match a pension contribution up to 5% (based on qualifying earnings)
- Learning & Development. A dedicated company budget to spend on your personal development
- Family Leave. 26 weeks fully paid parental, adoption and/or foster care leave
- Hybrid work from home policy
Company values
- People Come First
- Build with Pride
- Never Stop Growing
- Stay Fast and Fluid
- Understand the Bigger Picture
Company HQ
City of London, London, UK
Articles
Leadership
Steve Domin
(CEO)Previously Head of Platform Engineering at GoCardless
People progressing
Joined as Finance Manager, being promoted to Head Of Finance after 1 year
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