Business Travel Consultant

About the role

The is entrusted with owning the complete travel lifecycle, from the first interaction to the final resolution. In this capacity, you will serve as the primary guardian of traveler satisfaction, responsible for resolving intricate issues, guiding users through platform options, and maintaining accurate account details. Your detailed notes and insights will feed directly into product thinking and help refine internal tools, creating a continuous improvement loop that benefits future travelers. This full-time role is based in Lisbon, Portugal, and requires deep expertise in air, rail, and hotel bookings supported by a Global Distribution System (GDS). The position is compensated with a base range of 39,000 to 45,000 EUR, reflecting the scope, responsibility, and ownership associated with the travel ownership required in this role.

What you'll do

You will architect step-by-step solutions for complex travel cases using chat, calls, and email, ensuring every path is clear, logical, and aligned with policy. You will interpret evolving supplier details to keep policies, routes, and rules accurate, current, and aligned with traveler expectations. You will decode customer urgency and preferences to propose tailored booking paths quickly, balancing speed with thoroughness while maintaining precision. You will execute bookings for lodging, flights, vehicles, and rail while strictly adhering to company policy and compliance standards. You will guide travelers through Navan tools and self-service flows to build their confidence and encourage independent use, fostering long-term comfort with the platform. You will defend strict response time targets while managing high volumes, ensuring accuracy is never compromised for speed or efficiency. You will uphold company and global rules in every interaction to maintain the integrity of compliance and risk controls, safeguarding both the traveler and the organization. You will compile structured observations about goals, obstacles, and workflows to share with stakeholders for strategic review and product refinement. You will actively shape discussions in meetings that cover suppliers, product changes, and emerging travel trends, contributing insights grounded in real-world experience. You will track industry standards and best practices to refine daily support approaches and elevate the overall traveler experience on an ongoing basis.

Requirements

You must hold 5+ years of experience as a Travel Consultant directly managing air, rail, and hotel bookings in a professional setting, demonstrating a proven track record in complex itineraries. You must bring 3+ years of hands-on work with GDS platforms such as Sabre, Amadeus, or Galileo to efficiently navigate rules, restrictions, and availability within global distribution systems. Fluency in both English and Spanish is mandatory for all communications, documentation, and interface interactions, ensuring clarity and consistency across all touchpoints. You must have solid contact center or customer-facing experience demonstrating resilience and empathy under pressure, with a track record of handling sensitive or high-stakes situations. You must feel completely at ease using Gmail, Zendesk, Slack, and Salesforce in your daily workflows, integrating tools to support efficient case management. You must adapt to rotating shifts spanning between 7 AM and 11 PM across Monday through Sunday, maintaining reliability and performance across all timeframes. You must juggle multiple tasks, resolve urgent issues promptly, and troubleshoot effectively as an independent operator, demonstrating strong ownership and problem-solving capabilities. You must communicate with consistent empathy, professionalism, and strong written clarity in every message, ensuring travelers feel supported and informed. You must maintain a detail-oriented mindset to ensure policies are interpreted correctly and applied consistently, minimizing errors and rework. You must demonstrate ownership of outcomes, showing accountability for resolution quality, traveler trust, and the long-term success of the travel experience.

Nice to have

No specific nice-to-have qualifications are listed; all expectations are covered by the required criteria, and the role focuses on core competencies already outlined in the requirements and responsibilities sections.

Practical notes

This role requires availability within defined shift hours between 7 AM and 11 PM, Monday through Sunday, to provide continuous coverage and meet global traveler needs. Travel industry experience and familiarity with GDS tools are essential due to the complexity of bookings and supplier rules, ensuring accurate and compliant reservations. Proficiency will be required with Metaview, the Navan platform, and Salesforce, enabling effective case handling, data tracking, and insight generation. Only candidates who respect equal opportunity principles and privacy protections will be considered for review, ensuring a fair and inclusive selection process. 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. Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application. If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated. Please refer to Navan's Candidate Privacy Notice for more information about our processing of personal data and your rights.