Perk Overnight Customer Care Agent role at AmTrav supporting business travelers with complex travel logistics using proprietary booking software. Provide multichannel support and VIP concierge services during overnight hours.
Responsibilities
Join AmTrav, a subsidiary of Perk—a global "unicorn" valued at $1.4 billion. We are a hyper-growth SaaS platform transforming the $1.3 trillion business travel market. We combine world-class tech with human empathy to ensure business travelers are never stranded and always supported.
As an Overnight Advisor, you are the "calm in the storm." You’ll manage high-priority travel needs while the rest of the world sleeps, utilizing our proprietary booking platform to solve complex logistics in real-time.
The Mission: You are the backbone of business mobility. You ensure that executives and teams reach their destinations through the most efficient, cost-effective, and stress-free routes possible. You balance the cold logic of a budget with the warm empathy required when a traveler is stuck in a foreign airport at 3:00 AM.
Multichannel Support: Execute flawless bookings and modifications via phone, live chat, and email.
Strategic Itinerary Management: Coordinate complex, multi-city international trips including air, rail, ground transport, and lodging utilizing our proprietary software.
Policy Compliance & Enforcement: Act as the "gatekeeper" for corporate travel policy, ensuring all bookings align with company tiers, budgets, and preferred vendor contracts.
VIP & Executive Concierge: Provide "white-glove" service for C-suite executives, managing specific preferences (e.g., specific aircraft types, hotel floor preferences, or dietary requirements).
Duty of Care (Safety): Monitor global events (weather, strikes, geopolitical issues) and proactively reroute travelers to keep them out of harm's way.
Qualification
The ExperienceThe ScheduleThe "Crisis" MindsetThe SkillsThe CommunicationThe TechThe Roadmap to SuccessImmersive Training (12 Weeks)The TransitionTicket AccuracyTraveler SatisfactionResponse Time
Required
The Experience: 3+ years in a high-touch customer service environment.
The Schedule: You are a seasoned overnight professional who thrives on the 12 AM – 9 AM rhythm.
The "Crisis" Mindset: Exceptional problem-solving skills under pressure; the ability to find a "Plan B" when a "Plan A" evaporates.
The Skills: You possess "active listening" superpowers and can translate complex travel jargon into simple solutions.
The Communication: Crystal-clear professional communication, both written and verbal.
The Tech: You are tech-savvy, able to learn new SaaS platforms quickly and manage multiple browser tabs/tools simultaneously.
The Roadmap to Success
Immersive Training (12 Weeks): Monday–Friday, 8 AM – 5 PM CST. Learn the tech, the industry, and the culture.
The Transition: Move to your permanent overnight shift with your hourly differential applied.
Ticket Accuracy: Near-zero error rate with booking requests.
Traveler Satisfaction: High "Net Promoter Scores" (NPS) from corporate clients.
Response Time: Managed time-sensitive travel disruptions by quickly assessing priority levels, addressing urgent matters, and resolving heightened client concerns with efficiency and professionalism.
