GDS Operations support specialist



Customer Service, Operations
San José Province, San José, Costa Rica
Posted on Saturday, May 6, 2023
FairFly is revolutionizing how business travel is managed.

Our cutting-edge technology and solutions are the latest in price assurance, advanced travel analytics, and reporting capabilities, providing a comprehensive view of corporate travel spend.

We excel in helping our customers optimize their travel programs, cut costs, and improve the experience for their business travelers.

The Fairfly Operations team is growing, and we are seeking a GDS Operations support specialist to provide essential support to existing and new customers. If you are a Business Travel consultant looking for a dynamic, challenging, and rewarding role, this might be the opportunity for you. Bring your experience in the travel industry to a small but fast-growing company!

Your Impact:
  • Provide a level of support that delivers excellent customer experience
  • Acknowledge and respond to queries received from Customers and TMCs via various communication channels
  • Analyze customer health, identify anomalies and performance trends
  • Monitor customer performance, create and follow up on tasks to suggest actions and improvements
  • Monitoring deal notifications to ensure maximum savings are achieved
  • Continuously drive change and improvement of products and services to ensure maximum value to the customer
  • Facilitate rebookings with a refund or exchange
  • Work with various GDS to convert failed bookings to successful rebookings, actively investigating failures and finding solutions to avoid repetition
  • Utilize internal reporting tools to identify low tracking ratios and other metrics, escalate any issues to improve the level of service delivered
  • Collaborate with internal teams with operational knowledge


About You:
  • Fluent in spoken & written English
  • Expert knowledge of multiple GDS (Apollo / Sabre / Amadeus) - must have
  • Confident in processing refunds and exchanges in multiple GDS
  • Analytical
  • Desire to learn and progress
  • 2+ years of experience in TMC Operations
  • Excellent organizational skills and a passion for problem-solving
  • Be able to prioritize tasks and initiatives in a fast-paced environment
  • Strong attention to detail
  • Positive, extreme-ownership attitude and a team player. Always looking to the initiative and getting things done

Nice to have
  • Experience with XML
  • Experience in a TMC Support role

The ideal candidate is a self-learner, who pays attention to the details, wants to get things done, and over-delivers, yet takes joy in dealing with a rapidly changing environment.

This role offers potential for personal development and to grow along with the company.

Since the position is remote and most of the team is in a different time zone, one needs to be able to manage themselves and prioritize.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.