Overnight Customer Care Agent - AmTrav

About the role

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact. We're trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem . Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work. At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team. Visit www.perk.com to learn more. 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.

Responsibilities

• 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.

Requirements

• 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.

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