Travel Operations & Training Specialist (GDS)

📍 London (Hybrid – 2 days in Shoreditch)

⏰ Must be able to work UK business hours (with some flexibility on shifts)

Travel should be exciting, not stressful. Yet over 4 billion passengers every year rely on tech that hasn’t kept up. At Duffel, we’re rebuilding the systems that power travel — simplifying workflows and building tools that make the future of travel effortless.

Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures, we’re growing fast — and we’re looking for people who want to make a real impact.

The Travel Ops team is at the heart of keeping bookings smooth. From voluntary passenger changes to airline-initiated updates, we make sure travellers get great service.

You’ll train, coach, and support the team while helping to improve processes and workflows, building a Travel Operations function that scales as we grow.

• Deliver in-person and virtual training sessions: onboarding, upskilling, refresher courses

• Turn policies, workflows, system updates, and supplier info into clear, engaging training content

• Communicate performance expectations to leadership and agents

• Develop, maintain, and improve training materials for all Travel Ops processes

• Support daily queue work as needed

• Help hire and onboard new agents

• Iterate operational processes based on data, metrics, and feedback

• 3+ years in airline or travel agency ticketing (exchanges, refunds, reissues, EMDs, name corrections, etc.)

• Proficiency in at least one GDS (Sabre, Amadeus, or Travelport); NDC knowledge is a plus

• 2+ years designing engaging training content: presentations, job aids, knowledge base materials

• 2+ years facilitating training (in-person and virtual)

• Strong operational process experience and ability to iterate using data

• Excellent cross-cultural communication skills

• Self-starter with strong prioritisation, proactivity, and ability to meet deadlines independently

• Adaptable, customer-first mindset; comfortable in a fast-changing environment

• Willingness to travel domestically and internationally

Experience leveraging AI or automation to improve workflows

Previous work in customer support or operations teams

Everyone who joins Duffel owns a share of the company. Your work matters, and your voice will be heard.

We’re an equal opportunities employer — we hire for skill and potential, not background. If you can solve problems, build amazing things, and care about making travel better, we want you here.