Travel Support Specialist

Job Title: Travel Support Specialist

Department: Flights & Customer Success

Location: Remote

Employment Type: Full-time

About Pay Later Travel

At Pay Later Travel, we’re on a mission to make travel more accessible and stress-free. As an Australian-based fintech leader, we empower customers with flexible travel payment solutions. Our team plays a critical role in delivering seamless experiences for travelers around the world.

Why Join Us

• Be part of a high-growth, innovative company that’s changing how people travel.
  
• Contribute to exceptional customer journeys through smart, human support.
  
• Thrive in a culture that values ownership, teamwork, and continuous improvement.
  
• Enjoy flexibility, meaningful work, and global career opportunities.
  

Role Overview

As a Support Specialist, you’ll be responsible for supporting customers throughout their booking journey. You will work within a specific area of our travel operations, such as ticketing, rebookings, refunds, schedule changes, or frontline support, based on business needs and your skillset.

You may be working on inbound channels like phone and live chat, or focused on administrative and back-office tasks. Either way, engaging with customers through written and verbal communication is a key part of your role and may evolve over time.

Across all areas, your goal is the same: to deliver accurate, timely, and empathetic support that helps customers travel with confidence.

You’ll communicate through phone, chat, and written channels, and use tools like Sabre GDS and CRM platforms to ensure smooth resolution and a high-quality experience.

Key Responsibilities

Be Customer Obsessed

• Deliver accurate, timely, and friendly support that builds trust and resolves customer needs effectively.
  
• Escalate issues when needed and share observations that could improve the customer experience.
  

Be a Team Player

• Work constructively with peers and leaders, contributing to a supportive and collaborative team culture.
  
• Communicate clearly, respond to feedback, and uphold PLT’s values in how you work with others.
  

Have Clear Goals

• Understand how your role contributes to team objectives and deliver consistently on your responsibilities.
  
• Track your own performance, seek clarity when needed, and take ownership of your results.
  

Identify Problems and Don’t Tolerate Them

• Flag issues in your workflow and take reasonable steps to resolve them or seek support.
  
• Share ideas to improve how things work and contribute to a culture of problem-solving.
  

Be Data-Led – Test & Learn

• Use available data to prioritise tasks and make informed decisions in your daily work.
  
• Embrace feedback, try new approaches, and look for ways to improve your impact over time.
  

Who You Are

• You bring professional travel support experience.
  
• You have full proficiency in Sabre and can independently manage ticketing, changes, and compliance with fare rules.
  
• You’re a clear communicator who provides empathetic, customer-focused support via phone and written channels.
  
• You’re adaptable, solutions-oriented, and comfortable using digital tools in a fast-paced, remote work environment.
  
• You take ownership, act with urgency, and are committed to delivering a high standard of work every day.
  

Requirements

Requirements

• Minimum 3 years of experience in a similar travel support role.
  
• Advanced proficiency in Sabre GDS , including ticketing, changes, reissues, and fare rules.
  
• Strong understanding of fare rules , particularly change fees and reissues.
  
• Confident communicating with customers over the phone with excellent spoken English .
  
• Proficiency in handling instant/live chat customer interactions.
  
• Excellent written English skills.
  
• Strong commitment to customer service excellence .
  
• High attention to detail and accuracy.
  
• Willingness and ability to work across 7 days per week on a 24-hour roster .