Business Travel Consultant II

About the role

At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Travel team is central to this mission. As a member of our quickly growing Travel Experience team, you will be responsible for directly supporting our users' travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing a best-in-class customer experience. You will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development.

Key facts

What you'll do

Provide best-in-class travel support to travelers through multiple contact channels including chat, call and email. Analyze customer needs, persona and level of urgency quickly and accurately to determine the appropriate support path. Supply precise information for hotel, flight, car and rail bookings as required by the traveler or internal stakeholders. Guide users through self-service options on the Navan platform and app where possible to resolve issues independently. Respond to customers within SLA expectations and requirements while maintaining quality and empathy. Follow company and customer travel and expense procedures and policies in addition to global compliance procedures to ensure consistent service delivery. Maintain extensive knowledge of suppliers, destinations and systems to answer a wide variety of traveler inquiries without escalation. Share progress on goals and performance of key operating processes with stakeholders during team meetings and one-on-one check-ins. Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes that may impact traveler support. Continuously build upon your travel industry knowledge to set the standard for best-in-class travel support and improve the traveler journey.

Requirements

Candidates must bring 3+ years of experience in a TMC or Business Travel Consultant role covering all supplier products such as air, rail and hotel. You must possess 2+ years of GDS experience at an intermediate level with Sabre, Amadeus, or Galileo, as this is a mandatory requirement for success in this position. IATA accreditation is required through WWAFT, WAII, or BA2 certification. You should have prior Customer Service experience within a contact center or other customer-facing role to handle complex traveler issues. Tech savviness is essential, and you must be confident using Gmail, Zendesk, Slack, and Salesforce alongside our internal travel customer service platform. Reliability and flexibility are critical, as you must be open to working non-traditional shifts including early mornings, late evenings, and weekends to support our scaling support organization. You must be able to multitask effectively with a strong desire to resolve urgent matters quickly and efficiently while maintaining quality. An empathetic disposition and the ability to maintain a professional attitude at all times, even during high-pressure situations, is required. You should be an independent thinker who can use available resources to troubleshoot issues and resolve customer inquiries without unnecessary escalation. Excellent verbal and written communication skills are necessary to convey information clearly and professionally. Being a team player who thrives in collaboration, giving and receiving feedback, and lifting others up is essential for success in this role. A basic understanding of world geography and a genuine interest in travel will help you provide more relevant support to our global traveler community.

Practical notes

This role requires adherence to attendance policy and completion of all assigned training. You will be evaluated on individual performance metrics in support of the organization and company business objectives. Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers. Human oversight ensures that Metaview outputs are reviewed and final hiring decisions are made by people, not algorithms. If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email address at the provided link during the application process.