Customer Support Specialist - Travel

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

Role Overview

We are seeking an experienced Hotel Operations Specialist to revolutionize our corporate hotel booking operations. This role is critical to scaling our hotel services (currently 40% automated) through faster quoting, better margin management, and building scalable processes for both offline and online hotel operations.

Responsibilites

• Quote and book corporate hotels with speed and accuracy, maintaining competitive margins across different property categories
• Build and maintain relationships with hotel partners to secure preferential rates and priority inventory for corporate clients
• Develop and execute processes to scale hotel operations from current offline workflows to hybrid offline-online systems
• Manage complex corporate hotel requirements including group bookings, last-minute changes, and special requests
• Work closely with clients to understand their accommodation policies, preferences, and budget requirements
• Integrate GDS hotel systems and other booking platforms to improve inventory access and booking efficiency
• Track hotel booking metrics, margins, and client satisfaction to continuously improve service delivery

Requirement

• 4-7 years of experience in corporate travel operations, specifically in hotel bookings and management
• Prior experience at established travel companies (Yatra, FCM, Thomas Cook, Riya Travels, or similar corporate travel firms)
• Strong understanding of hotel distribution systems, GDS platforms, and online booking tools
• Proven track record of managing high-volume hotel bookings with accuracy and speed
• Expertise in negotiating rates and building supplier relationships across various hotel categories
• Experience with corporate travel policies, approval workflows, and client management
• Strong process orientation with ability to document and standardize operations for scaling

Skills

• Familiarity with automation tools and technology platforms used in travel operations
• Understanding of margin management and revenue optimization in hotel bookings
• Experience working with enterprise clients and managing complex account requirements
• Excel proficiency for tracking bookings, analyzing performance metrics, and reporting

What we offer

• Competitive compensation package
• Opportunity to build and shape hotel operations for a fast-growing corporate travel platform
• Work with prestigious enterprise clients across diverse industries
• Collaborative team environment with experienced travel professionals
• Exposure to AI-powered travel technology and modern operational systems
  

Location: Chennai (Office-based)

Reports to: Operations Lead, Fluid CX

Skills Required
Automation Tools