Travel Support Specialist

At Pay Later Travel were 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.

• Be part of a high-growth innovative company thats 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.
  

As a Support Specialist youll 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.

Youll 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.

• 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.
  

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

• 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.
  

• 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.
  

• 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.
  

• You bring professional travel support experience.
  
• You have full proficiency in Sabre and can independently manage ticketing changes and compliance with fare rules.
  
• Youre a clear communicator who provides empathetic customer-focused support via phone and written channels.
  
• Youre 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.
  

• 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.