Travel Concierge
Provide frontline travel support for Bilt members via email and chat, handling bookings, redemptions, troubleshooting, and escalations while maintaining accurate records.
About the job
Responsibilities
- Respond to inbound member inquiries across channels (email, chat) related to travel bookings, rewards redemption, itinerary changes, and general travel questions
- Troubleshoot and resolve travel-related issues, including booking errors, cancellations, delays, and points discrepancies
- Guide members through the process of using Bilt points for flights, hotels, and other travel redemptions
- Escalate complex or sensitive cases to senior team members or partner contacts when appropriate
- Maintain accurate records of member interactions and resolutions in internal systems
- Collaborate with cross-functional teams (Loyalty, Product, Partner Operations) to relay member feedback and flag recurring issues
- Stay current on Bilt travel partners, promotions, policies, and platform updates to provide informed support
Requirements
- Experience in customer service, hospitality, travel, or a related field
- Experience working in a GDS
- Genuine interest in travel and helping people
- Strong written and verbal communication skills with a friendly, professional tone
- Comfort working in a fast-paced environment and managing multiple inquiries simultaneously
- A problem-solving mindset with the ability to think on your feet
Nice-to-Haves
- Familiarity with travel booking platforms or loyalty/rewards programs
- Proficiency with support tools (e.g., Zendesk, Salesforce, Intercom)
Compensation & Benefits
- Competitive salary ($65,000-$80,000) with equity and performance bonus program
- Health insurance from day one, including One Medical Membership, wellness stipends, family programs
- 401k plan with match
- Commuter FSAs
- UNLIMITED PTO
- Exclusive Employee-only Bilt Points
- Team Events
Skills
Gds, Zendesk, Salesforce, Intercom, Travel Booking Platforms, Loyalty Programs, Rewards Programs, Customer Service, Hospitality
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