Guest Empowerment Team Member (Customer Support)

TL;DR

Guest Empowerment Team Member (Customer Support): Providing Tier-2 technical support for guests across digital channels with an accent on troubleshooting web, app, and third-party technical issues. Focus on resolving complex escalations from AI frontline and empowering guests to self-serve their travel experience.

Location: Must reside in Utah and be able to travel to the Breeze headquarters in Salt Lake City for meetings and training.

Salary: $15 per hour

Company

hirify.global is a travel company dedicated to making the world of travel simple, affordable, and convenient.

What you will do

• Resolve complex technical issues for guests through digital-first contact channels.
• Research root causes of technical difficulties to provide accurate solutions.
• Handle tier-two escalations transferred from the AI frontline.
• Perform administrative functions as a Team Member in Charge on rotation.
• Mentor other team members and provide feedback to improve the overall guest experience.
• Process backend queues for various guest-related tasks.

Requirements

• Must reside in Utah.
• At least 3 years of customer service experience.
• High School Diploma or GED.
• Proficient typing speed of at least 50 WPM.
• Basic proficiency with Microsoft Office 365.
• Ability to provide a professional, noise-free home office environment with high-speed internet (10 Mbps+).

Nice to have

• Previous airline or contact center experience.
• Bilingual proficiency in English and Spanish.
• 4-year college degree.
• Experience with Navitaire PSS or Gladly.

Culture & Benefits

• Comprehensive health benefits including Vision, Dental, and HSA with company match.
• Retirement planning with 401K and company match.
• Paid Time Off (PTO).
• Exclusive travel perks on Breeze and other airlines.
• Culture centered on safety, kindness, ingenuity, and excellence.

Hiring process

• Fully virtual process starting with criteria, typing, and grammar assessments.
• On-demand video interview and a proctored writing interview.
• Final panel interview.