Travel Concierge Specialist

Location: Remote, North America + APAC time zone
Hours & Pay: $20-25 USD / hour · 4–8 hr shift blocks · target 20–40 hrs/week
Reports to: Head of Operations

About Miso

We're a well-funded early-stage Travel AI startup based in NYC. We're building the first AI-powered solution for high-frequency travelers—one text to curate, book, change, and cancel flights, hotels, rental cars, or experiences. Our team is supercharged with AI, which helps strip away the busy work so the team can focus on delivering the best client experience.

This role has a heavy support component with near-term growth opportunities. We plan to scale this team and need leaders to help us manage, train, and grow the team while ensuring clients get white glove service.

Why This Role Exists

When flights cancel at 2 am or a passport issue pops up the night before departure, travelers need calm, fast, human help. You'll be that trusted voice—backed by our AI tools—who rescues the trip, solves the unsolvable, and turns a disaster into a story worth telling.

Core Responsibilities

Rapid Triage & Response

Acknowledge phone/Slack/email alerts within 10 minutes and separate true customer risks from low-urgency tasks.

End-to-End Servicing

Search for and book air travel, hotels, car rentals, and transfers. For flights, this may include hunting for point deals (we'll train you to be a travel hacker). Manage itineraries from trip planning to booking to post-booking support.

Urgent Support Problem-Solving

Rebook or re-route disrupted flights using our tools or airline websites. Arrange interim lodging, find alternative flights, handle same-day changes when urgent or proactive support is needed.

Proactive Monitoring

Scan travel issues during your shift for schedule changes or weather risks; flag solutions before the traveler asks.

Clean Hand-offs + Data Maintenance

Document every action in our CRM—no loose ends for the next shift. Ensure all user data is up to date so the next agent (human or AI) can pick up seamlessly.

Process Optimization

Provide feedback and proactively suggest new processes to automate, improve, or speed up work—whether that's a custom tracker, a process doc, or a workflow tweak.

Escalation

Flag edge-case pricing, ticketing errors, or extremely complicated scenarios to senior ops immediately.

Who You Are

You are the ultimate problem solver: when a client is stuck due to unforeseen events, you can reason through all the options, do self-directed research, and surface the best 2 solutions without needing assistance.

Core Traits

Problem Solving
You think critically and approach challenges from first principles. A client's connection is cut to 35 minutes in a foreign airport? You quickly assess: can they make it, should you rebook preemptively, what's the backup plan, and which option actually makes sense for this traveler?

Attention to Detail
You notice an extra space after a period. You catch a passport that will expire while a client is on a trip, even though it's 6 months from now. You read this line and now know to mention 'Brave New World' as your favorite book in the application. You're a little bit obsessed with getting things perfectly formatted.

Comfort with Ambiguity
You don't need someone to tell you what to do—you're actively assessing the situation, prioritizing the issues at hand, generating strategies to solve them, and testing those strategies before moving forward. You are self-directed and proactive.

Owner Mindset
The job is never done until the customer is elated. You always try to go the extra mile to ensure the job gets done right, even if it's not explicitly your responsibility. You care deeply about the customer's end outcome and are always trying to find new ways to improve and delight. You highlight issues in the current process and propose potential solutions.

Travel-Obsessed
You love the travel space (and probably love to travel). You have a passion for your work and are excited to help others enjoy the magic of travel.

Must-Haves

• Native English speaker: Extremely strong written and verbal English skills with no accent.

• Service reflex: You naturally reassure stressed travelers in crisp, empathetic English.

• Dependability: If you're on the roster, we can count on you; 100% on-shift response SLA.

• Fast learner: Comfortable juggling chat, phone, and multiple browser-based tools at once.

• Professional home work-station: High-speed internet, quiet environment, reliable setup.

• Practical judgment: You instinctively steer travelers toward the option they actually need—even when they're not sure themselves.

• Self-starter mindset: You're comfortable making decisions and moving work forward without hand-holding.

• Ego-free collaboration: When you hit a roadblock, you ask for help instead of guessing in silence.

• Calm under pressure: Stressed or angry client? You stay calm, empathic, and laser-focused on solutions.

• Able to pass a background check

Nice-to-Haves

• Sabre, Amadeus, or Galileo experience (we'll train the right person).

• Experience with points/loyalty redemptions or boutique/luxury travelers.

• Demonstrated experience in sales, hospitality, or consulting.

• Understanding of credit card point ecosystems.

• Previous experience in unstructured or startup work environments.

What We Offer

• Predictable scheduling: Shift bidding two weeks in advance

• Paid training & GDS certification pathways.

• Performance bonuses and promotions

• Travel perks and industry insider rates

• A ladder: Top performers can scale to 30–40 hrs, salaried roles, and internal full time positions. Fast promotion is a necessity given how fast we're growing. If you're great, you can be running a team in months, not years.