Overnight Customer Care Agent - AmTrav

Overnight Advisor

Join AmTrav, a subsidiary of Perka 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.

The Mission: You are the backbone of business mobility. You ensure that executives and teams reach their destinations through the most efficient, cost-effective, and stress-free routes possible. You balance the cold logic of a budget with the warm empathy required when a traveler is stuck in a foreign airport at 3:00 AM.

• 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.

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.

1. Immersive Training (12 Weeks): MondayFriday, 8 AM 5 PM CST. Learn the tech, the industry, and the culture.
2. The Transition: Move to your permanent overnight shift with your hourly differential applied.
3. Ticket Accuracy: Near-zero error rate with booking requests.
4. Traveler Satisfaction: High "Net Promoter Scores" (NPS) from corporate clients.
5. Response Time: Managed time-sensitive travel disruptions by quickly assessing priority levels, addressing urgent matters, and resolving heightened client concerns with efficiency and professionalism.

What we offer:

• Receive competitive compensation and equity ownership in Perk
• Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays
• Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan
• Take control of your physical health with additional comprehensive benefit plans, covering dental, vision, and Wellhub's gym subscription from your start date
• Rest assured that you're covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans
• Plan for your future with our 401(k) plan with company matching contributions
• Care for your furry friends through partner discounts on pet insurance
• Join our unforgettable Perk events, including our spectacular annual summer party
• Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
• Focus on your family with 12-16 weeks' paid parental leave
• Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
• Broaden your horizons with up to 20 "Work from Anywhere" days per year
• Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
• Let us help you move to one of our hubs with relocation support

Compensation for this role is a combination of hourly and stock options. The anticipated hourly wage is $23 per hour +$4.80/hr Night Shift Differential ($27.80/hr).

Shifts we are looking to fill:

• Monday-Friday 12am-9am OFF: Saturday/Sunday
• Monday-Wednesday, Friday, Sunday 12am-9am OFF: Thursday/Saturday
• Wednesday-Sunday 12am-9am OFF: Monday/Tuesday

How We Work

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We're an equal opportunity employer, which means you're welcome at Perk regardless of how you look, where you're from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @ perk.com or @ externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk.com, and we will confirm whether it is legitimate. #LI-Hybrid