IT Operations Specialist

The IT Operations Specialist is vital in ensuring that Hopper’s customer service tools are optimized from a process, maintenance, and operational perspective. Guaranteeing that the needs of Hopper’s service delivery teams and our fast-paced business needs are met.  We’re looking for a technically-savvy and detail-oriented individual to join our CS Systems Operations team. Their mission will be to own and manage all aspects associated with the maintenance and continuous improvement of the customer service technology stack comprising over 50 different platforms and partner portals.  

In this role, our specialist will help to build strong partnerships with different teams across the organization in order to contextualize the product, technical, and service delivery groups in their mission to provide excellent service to Hopper users across all verticals. This individual will be responsible for providing the visibility and support required to better inform business decisions - a set of responsibilities which includes but is not limited to agent onboarding/offboarding processes, general systems troubleshooting, as well as defining and maintaining the parameters for Systems OSPs that aim to ensure business continuity for the contact center as a vital function of the business.

• Manage Level 2 support which involves third-party coordination and communication
• Manage trivial cases or out-of-playbook situations
• Manage and consistently update Systems Team playbook/standard SOP documentation
• Own device and password management across the CS technology stack
• Manage installations, upgrades, and configurations of CS platforms both by troubleshooting and by assisting in the development of departmental policies and best practices
• Monitor, review, and consistently optimize processes and platform settings, which includes both CRM integrations and in-house automation
• Assist in the maintenance of documentation related to tool settings, troubleshooting steps, and escalation points for all platforms in order to institutionalize operational knowledge
• Consistently meet pre-established servicing metrics such as  SLA, FTR, and AHT for requests submitted to the CS Ops Service Desk, by proactively and timely responding to submitted tickets
• Act as a point of contact for bugs and escalation across the CS technology stack. This includes investigation, efficient reporting, and constant communication with CS stakeholders to provide visibility on causes, impact, solutions, and estimated resolution times
• Optimize agent workflows based on new Hopper products/initiatives and available tools
• QA new automation thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature/systems rollout
• Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automation is optimal and up-to-date

• A minimum of 3 years of experience in IT service delivery
• Ability to support a mixed environment of Mac and PC
• Must be proficient in Google Suite, Hardware / Software installation and troubleshooting, iOS and Android, Laptop Imaging, and general networking
• Working knowledge of networking protocols such as VPN, VOIP, DNS, and TCP / IP preferred
• Excellent attention to detail and interest to dive deep, along with the ability to define and implement new automation and processes across platforms and teams
• The ability to independently and quickly resolve issues, frequently crossing multiple system boundaries
• A clear focus on the customer’s needs and providing solutions to their problems, understanding when a simple solution is preferred, and when a more complex approach is appropriate
• Strong familiarity with root cause analysis processes, accompanied by excellent problem-solving skills to suggest and/or deploy solutions
• A drive to collaborate with cross-functional teams in order to improve existing processes by identifying technology/process gaps and ensuring appropriate documentation and maintenance for all tasks within their area of responsibility
• Excellent communication skills and a people-centric approach to their work
• Exceptional organizational skills to structure documentation in a way that makes resources accessible to a broad audience regardless of background or area of expertise
• Excellent written and oral communication skills with a demonstrated ability to present and influence credibly and effectively at all levels of an organization
• Have previous remote work experiences and appropriate remote work set-up - such as quiet space, stable internet connection, and a backup location
• Be prepared to work full-time hours on a schedule that includes evenings, weekends, and holidays

About Hopper - Careers Page

At Hopper, we are on a mission to build the world’s best travel products – combining a world-class travel agency with proprietary fintech ancillaries to help users travel better and our partners earn more. We are a global travel platform that powers the Hopper app, Hopper.com, and our B2B business, HTS (Hopper Technology Solutions).

By leveraging massive amounts of data and advanced machine learning algorithms, Hopper developed a proprietary portfolio of fintech ancillaries that offer peace of mind when booking travel and address common customer pain points, including price volatility, trip flexibility, and avoiding trip disruptions. 

The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America and named the #1 Most Innovative Travel Company in 2024 by Fast Company, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.

In recent years, Hopper has evolved into a global travel agency and e-commerce and travel fintech provider that powers some of the world’s largest brands and financial institutions. Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals.

Today, our partners include leading travel brands like Capital One, Nubank, AirAsia MOVE, Air Canada, and many more. HTS operates sales channels that range from Hopper, the premier app for Gen Z in North America, to a worldwide network of travel rewards portals for credit card holders and mobile marketplaces for leading brands like Tripadvisor.

Here are just a few stats that demonstrate the company’s recent growth:

- Hopper sells billions worth of travel and travel fintech every year across the Hopper app, Hopper.com and its global HTS partners.

- The app has over 120 million downloads, and 70% of our users are Gen-Z and Millennials travelers.

- Our fintech products – including Cancel for Any Reason, Disruption Assistance for Any Reason and Price Freeze – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions. 

- Almost 30% of our app customers purchase at least one fintech product when making a booking. Of Hopper app customers who purchase fintech, they purchase 1.7 fintech products on average per order.

- Given the success of its fintech products, Hopper launched in B2B business, HTS (Hopper Technology Solutions), which today represents more than 75% of the business.

- Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels.

As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. - Other HTS partners include Air Canada, AirAsia MOVE, CommBank, Nubank, Tripadvisor and many more – with several new partnerships to be announced this year.

Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. 

Come take off with us!