Customer Service Associate

CX Associate - Fluid

About Pickyourtrail

Pickyourtrail is the Indian millennial’s most loved leisure travel brand. Our mission is to make a positive impact on people by delivering meaningful & memorable experiences through travel. We take pride in having built India’s most loved Do-It-Yourself vacation builder platform. Over 100,000 travellers from 14 countries have picked their trail with us and have rated us exceptional across TrustPilot, Facebook and Google. In fact, Google in its travel survey had cited Pickyourtrail’s model of combination of expert-led advice and tech platform as the desired solution for the vacation industry. With an NPS score of 60+, We continue to focus on delivering exceptional value and experiences for the new age travellers breaking away from the traditional packaged tours model.

Why work with Pickyourtrail

The most obvious question is on the industry - The travel Industry has been the worst hit in the Pandemic. We strongly believe that with the vaccination percentages and overall understanding of the disease the worst is behind us. The next 12-24 months is a watershed moment in the travel industry and more so in the Leisure vertical. The huge pent up demand is real - look around and almost every 2nd person you come across wants to take a break. By joining any travel company, you are buying a shot at an accelerated career growth over the next few years!

Pickyourtrail is one of the very few travel startups that have survived the pandemic. We have not only survived but also increased our product portfolio to now include - Domestic Staycations, Global markets (Dubai and USA) in addition to our India outbound market. Despite the tough circumstances surrounding the pandemic we have managed to maintain and in fact grow our glass door rating to 4.2 on 5.

Pickyourtrail offers you 2 key benefits

1. Clear strategy and Roadmap

• Even the pandemic didn’t get us to pivot : ) At Pickyourtrail, you are assured of an environment which is stable with respect to direction & goals. This gives you a stable base to experiment and drive towards the desired end state. We shy away from randomisations and strive towards a well drawn down quarter operating plan to ensure that all teams across Revenue - Design - Marketing - Engg - Operations - Product are aligned.

2. High Impact Opportunity

• We believe that travel is where online meetings were in feb 2020 - waiting to explode. There could be no better time to leverage your past experience to help the organization grow faster towards the desired outcomes.

Pickyourtrail is looking to recruit a Customer Experience Associate for a new business category (TAM - $40B). When the pandemic created havoc across the travel industry, we put our heads down and built out a new business vertical from scratch. The product market fit has been established and we have 50 paying customers. We are at a point where we wish to scale this business ground up

We are seeking an experienced Operations Executives who can handle the full spectrum of corporate travel operations with expertise in complex ticketing and crisis management. This is a high-impact role requiring someone who can independently manage enterprise client needs, resolve urgent travel disruptions, and maintain service excellence under pressure.

Key Responsibilities

Manage end-to-end corporate travel operations including flight bookings, hotels,, and ground transportation

Handle complex ticketing scenarios including multi-city itineraries, fare rules, penalty waivers, and airline policy exceptions

Manage travel crises and disruptions including flight cancellations, delays, missed connections, and last-minute changes

Respond to high-volume email inquiries (400-500 monthly) with speed, accuracy, and professionalism

Work within corporate travel policies and approval workflows, managing client expectations and policy exceptions

Coordinate with airlines, hotels, and service providers to resolve issues and secure best outcomes for travelers

Maintain detailed documentation of bookings, communications, and issue resolutions

Collaborate with team members to ensure seamless handoffs and 24 / 7 coverage for enterprise clients

Required Experience & Qualifications

4-7 years of hands-on experience in corporate travel operations

Prior experience at established travel companies (Yatra, FCM, Thomas Cook, Riya Travels, or similar corporate travel firms)

Deep expertise in complex ticketing including fare rules, change fees, refund policies, and airline tariff structures

Proven track record of managing travel crises and delivering solutions under tight timelines

Strong GDS proficiency (Amadeus, Galileo, Sabre) with ability to handle complex PNR modifications

Experience managing corporate clients with understanding of approval hierarchies and policy compliance

Excellent written and verbal communication skills for professional client interactions

Ability to work independently, prioritize multiple urgent requests, and maintain composure during high-pressure situations

Desired Skills

Experience with travel technology platforms and automated booking systems

Understanding of hotel operations, ground transportation coordination, and travel insurance

Familiarity with IATA regulations, airline agreements, and industry best practices

Problem-solving mindset with ability to find creative solutions to complex travel challenges

What We Offer

Competitive compensation package

Work with prestigious enterprise clients including Fortune 500 companies and high-growth startups

Opportunity to work with cutting-edge AI-powered travel technology alongside traditional operations

Collaborative team environment with experienced professionals including former Indigo operations leaders

Exposure to diverse travel scenarios across domestic and international corporate travel

Career growth opportunities as the company scales operations across India

Location & Reporting

Location :

Chennai (Office-based)

Reports to :

Operations Lead, Fluid CX