[Hiring] Travel Assistance & Concierge Coordinator @battleface

Role Description

We’re looking for experienced Travel Assistance & Concierge Coordinators to support our growing global operations team. This role combines travel assistance, concierge support, and customer care. Coordinators assist travelers with:

• Trip planning
• New travel bookings
• Itinerary modifications
• Travel disruptions
• Personalized concierge requests

This is not a traditional travel agency role. Our coordinators support travelers during stressful and time-sensitive situations including:

• Flight cancellations
• Missed connections
• Weather disruptions
• Medical events
• Complex international travel logistics

The ideal candidate has experience in travel operations, reservations, customer support, hospitality, or concierge services and understands how to deliver calm, efficient, and solution-oriented support. This is a fully remote role supporting a 24/7 operation, including evenings, weekends, and holidays on a rotating schedule.

Qualifications

• Previous experience in travel, hospitality, concierge, airline, reservations, tourism, or customer support environments
• Strong understanding of travel booking processes and international travel logistics
• Experience handling itinerary changes, disruptions, and customer escalations
• Excellent communication and customer service skills
• Ability to remain calm and organized under pressure
• Strong multitasking and problem-solving abilities
• Comfortable working in a fast-paced 24/7 operational environment
• High attention to detail and organizational skills
• Professional and empathetic communication style
• Fluent English required
• Italian language skills strongly preferred
• Additional languages are a plus
• Experience with travel booking platforms, reservation systems, or global distribution systems is preferred
• Experience in travel assistance, insurance assistance, or emergency coordination is a plus

Requirements

• Assist travelers with hotel, flight, rail, transportation, and other travel-related bookings
• Support customers with itinerary changes, cancellations, rebooking, and travel disruptions
• Coordinate concierge requests including restaurant reservations, tours, transfers, and destination-related services
• Communicate with hotels, airlines, transportation providers, and travel suppliers worldwide
• Provide real-time support to travelers during urgent or unexpected situations
• Assist customers with existing travel reservations and post-booking support
• Deliver exceptional customer service through phone, email, chat, and internal case management systems
• Maintain accurate documentation and case notes within internal platforms
• Coordinate with medical, claims, and assistance teams when cases involve emergencies or insurance-related support
• Escalate complex operational or customer issues appropriately
• Manage multiple active cases while maintaining attention to detail and service quality
• Support partner-branded assistance and concierge programs globally

Benefits

• Fully remote global team
• Opportunity to help travelers in real-world situations every day
• Fast-growing international travel and assistance company
• Collaborative and supportive culture
• Exposure to global travel operations and concierge services
• Career growth opportunities across travel, operations, and assistance services
• Work with travelers, partners, and suppliers around the world