Invest in your career with a Madrona-funded company.

Are you ready for the best destination of your career?

Spotnana is modernizing the infrastructure of the $1.4 trillion travel industry in order to bring freedom, simplicity, and trust to travelers everywhere. With over $115M in funding from top tier investors, including ICONIQ and Madrona Venture Group, we are tackling the hardest problems the travel industry has to offer and we need your help.

Culture is always fluid. It evolves as a business grows, along with the people who drive it forward. We seek people who have different perspectives, but shared values. Before you embark on this journey, quickly check in on whether you are aligned with our company values:

1. Obsessed with Customer Needs: We earn the trust and loyalty of our customers by solving their problems.
2. Do the Impossible: We solve tough problems through innovation and are inspired by unprecedented challenges.
3. Build Globally, Serve Locally: We embrace a global mindset and celebrate diversity as we serve customers around the world.
4. Act Like Owners: We constantly find problems to solve. Decisions are not made in isolation. We work hard, work smart, and work together.
5. Constantly Change, Learn & Evolve: We flourish by adapting quickly to new challenges and by learning from everyone around us. Building something new is not always glamorous work. Roll up your sleeves, get your hands dirty, and evolve.
6. Respect Above All: We are humble and treat others with the same respect we desire for ourselves. Our work culture is a safe environment where everyone is open to feedback and new ideas.

How you’ll make an impact

As a crucial member of our Seat 1A Team, based out of New York, you will be our frontline ambassador meeting the day-to-day travel requirements of our clients in the C-Suite. We need customer obsessed team members who can adapt to the changing landscape in travel and deliver exceptional outcomes for our clients. You are passionate about helping people, obsessed with customer experience, and an expert in all things travel.

What you’ll own

• Assist VIP customers with determining options and solutions that meet their corporate and on occasion leisure travel needs
• Ensure all aspects of travel are fully covered and verified for accuracy and quality
• Assist clients and support team members on any form of correspondence with customers, providing travel related support.
• Extensive knowledge and use of GDS (Sabre) and third party technologies
• Ability to leverage multiple technology solutions in combination to deliver a high quality service experience
• Regularly and proactively capture customer feedback, with clear analysis and proposed next steps
• Dedication to customer satisfaction and a willingness to do what it takes to get the job done, acting with tact and diplomacy and demonstrating excellent problem-solving skills
• Act on customer requests, including complex and lengthy specifications
• Provide clients with accurate travel and tech related help for information to assist with any client initiated changes and unexpected situations
• Ensures optimum customer service capabilities through the effective use of chat, email, phone systems and positive telephone service techniques
• Understands systems and internal navigation
• Collects data and feedback from customers to close the loop on potential app and customer issues

Experience to bring with you

• 5 years minimum experience in a customer facing service role specializing in VIP customers
• Highly accountable for ensuring quality and accuracy of each trip occurs without exception
• Sabre GDS experience required
• Proficient in providing travel related support solutions
• Knowledgeable in geography, including expedient, cost-effective and preferred travel routes
• Strong organizational skills and the ability to multitask and prioritize in a fast-paced environment (chat/phone/email)
• Significant travel experience in a customer service role and find satisfaction in providing delight to those experiences
• Metrics driven as an indicator and motivator of success
• A skilled communicator, proficient in both verbal and written English who enjoys creating personalized verbal and written communication
• A team player who thrives in collaborating, giving and receiving feedback and lifting others up
• Curious thinker who loves to keep learning and thrives in a dynamic and ever-changing environment
• Flexibility to work non-traditional shifts (early mornings, late evenings, weekends, and holidays), as we scale our support organization.

Let’s talk compensation

Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications.

The annual cash compensation for this role is: $70,000

We care for the people who make everything possible - our benefits offerings include:

• Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
• Pre-tax and ROTH 401(k) options via Fidelity with up to a 4% company match
• Comprehensive benefit plans covering medical, dental, vision, life, and disability effective on your hire date. We cover 100% of your employee premiums and 85% of your eligible dependents
• Pre-tax flexible spending account options for health, dependent care and commuter expenses
• 20 vacation days per year in additional to 10 company holidays, 4 company recharge/wellness days and an end of year company shutdown
• Up to 26 weeks of Parental Leave
• Monthly cell phone / internet stipend
• Additional benefits including access to RocketLawyer’s online legal platform, International Airlines Travel Agent Network (IATAN) membership, Pet Insurance through Fetch, Financial Wellness through Origin and SoFi, EAP through Mutual of Omaha, The Calm app through Kaiser, pre-tax parking/transit program and more