We are making travel effortless. Join us.
Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.
That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.
We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.
Something to consider when reading this job advert
We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit.
A few key pieces of information before applying
- We are based in Shoreditch, London and have a hybrid work-from-home policy and require everyone to come to our office on Tuesdays and Thursdays.
- Our interview process consists of three stages: a recruiter screen, a hiring manager interview, and a final stage interview.
- If you are successful, all offers will be pending satisfactory background checks (we partner with a third-party provider to do so) and employment references.
Travel Operations at Duffel
Travel sellers across the globe, from traditional travel agents to the latest mobile apps, use Duffel to sell flights and hotels. (We call these travel sellers "merchants".) Our merchants will never know that we exist - but they're relying on us to get them where they want to go. We own and are responsible for their bookings - including complying with the airlines' rules and policies.
The Travel Ops team is there to handle all types of queries related to bookings- whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our merchants to make sure that the travellers get great customer service.
The role
Are you passionate about travel and customer service? We're thrilled to invite an experienced Business Analyst to join our Travel Operations team! In this role, you'll dive into our customer service data, uncovering valuable insights and trends to enhance our support for travellers. Your technical skills, sharp analytical abilities, and a keen eye for detail will be essential in driving our continuous improvement efforts. Join us in shaping memorable travel experiences for our customers!
This role is more than a typical analyst job. As an early-stage startup, we're seeking individuals who can help build our team's processes from the ground up.
What we're looking for in you
- Previous experience creating reports/dashboards to track key customer service metrics.
- Experience analysing large datasets to identify trends, patterns, and correlations related to customer service performance and customer satisfaction.
- Knowledge of utilising statistical methods and predictive analytics to forecast customer service trends and identify potential areas of improvement
- Attention to detail and a commitment to maintaining high-quality standards.
- An expert working with reporting tools, we use metabase and zendesk here.
- Experience managing vendors
- Experience in quality assurance processes and methodologies
- Passionate about the Travel industry and delivering great customer service.
What you'll be doing
- Developing and maintaining dashboards & reports to track customer service key performance indicators
- Present findings and insights to internal stakeholders clearly and concisely through visualizations, charts, and presentations.
- Collaborate with cross-functional teams to ensure data-driven decision-making and alignment with organisational goals.
- Identify and project manage opportunities for process optimisation and efficiency within the customer service function based on data analysis.
- Work closely with the customer service team and vendor to implement initiatives to enhance customer satisfaction and loyalty.
- Monitor and evaluate the effectiveness of implemented changes, making adjustments as necessary to drive continuous improvement.
- Ensure the accuracy, completeness, and reliability of customer service data through regular quality checks and validation processes.
What you can expect from us
We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company.
We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.
Note to recruitment agencies
Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.
