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Navan is a global AI-powered business travel and expense platform (Nasdaq: NAVN) that simplifies travel for frequent travelers and automates expense reconciliation. The Travel Experience team is central to the company's mission of powering in-person connections.
In this role, you will be a front-line customer support specialist for Navan's business travel platform, directly supporting users' travel needs across multiple channels. You'll handle customer inquiries via chat, phone, and email, providing accurate information and support for air, rail, hotel, and car bookings. Your responsibilities include quickly assessing customer needs and request urgency, maintaining strong knowledge of suppliers, destinations, and booking systems, and helping users navigate the Navan platform and app. You'll respond to inquiries within service-level expectations, follow company and customer travel policies and global compliance procedures, and provide regular feedback to stakeholders on performance metrics and process improvements.
As part of the front line, you'll have a unique opportunity to share feedback with product, design, and engineering teams as they improve customer-facing and internal platforms. You'll participate in team meetings, stay informed about product launches and supplier updates, and collaborate with cross-functional teams to identify recurring traveler issues and enhance the overall customer experience. You'll also continue building your travel-industry expertise and help set the standard for best-in-class travel support.
The role is hybrid, requiring three days per week in Navan's Sydney office (Level 9, 45 Clarence Street, Sydney, NSW 2000), with specific office days determined by your manager and team.
REQUIREMENTS:
- At least 3 years of experience in a corporate travel management company or business travel consultant role, covering air, rail, hotel, and car products
- At least 2 years of experience using a Global Distribution System (GDS) such as Sabre, Amadeus, or Galileo, with intermediate-level proficiency or above
- Customer service experience in a contact center or customer-facing environment
- Confidence using workplace and customer service technology
- Experience with Gmail, Zendesk, Slack, and Salesforce is advantageous
- Ability to manage multiple tasks and resolve urgent customer matters quickly and efficiently
- Empathetic and composed approach; ability to remain professional in challenging situations
- Strong independent problem-solving skills and ability to use available resources
- Excellent written and verbal communication skills
- Collaborative mindset and willingness to give and receive constructive feedback
- Genuine interest in travel and sound understanding of world geography
- Ability to work effectively in a hybrid environment with three days per week in the Sydney office
