Channel Specialist

Channel Specialist

This role supports the management and growth of partner channels and affiliate programs within a fast-paced travel technology environment. You will help clients establish and maintain reseller relationships while making it easier for their customers to complete bookings through digital channels. The position combines customer support, technical implementation, relationship management, and problem-solving. You will work directly with clients and internal teams to troubleshoot issues, improve processes, and ensure affiliate setups operate effectively. The role also provides opportunities to influence product improvements by sharing customer insights and user stories with software development teams. It is an ideal opportunity for a detail-oriented, technology-comfortable professional who enjoys learning, collaboration, and helping businesses succeed.

Accountabilities:

• Handle inbound and outbound affiliate-related support requests through email and phone, providing responsive and professional assistance to clients and reseller partners.
• Develop a thorough understanding of affiliate programs, channel processes, and the tools and features used to support partner relationships.
• Listen carefully to customer needs, identify root causes, and provide effective solutions to technical, operational, and affiliate-related issues.
• Implement the technical components required to establish new partner connections and maintain existing reseller configurations.
• Coordinate and escalate issues appropriately across internal teams to ensure client needs are addressed efficiently and effectively.
• Develop, maintain, and strengthen productive relationships with both internal stakeholders and external clients and partners.
• Provide valuable customer insights and user stories to software development teams to support product enhancements and improvements.
• Contribute to and maintain help documentation, ensuring users have access to clear and useful guidance.
• Identify opportunities to improve existing processes, introduce more efficient approaches, and contribute to stronger client outcomes.
• Support a positive, collaborative team environment while taking ownership of assigned responsibilities and continuously looking for ways to add value.

Requirements:

• Strong attention to detail, precision, and a natural sense of urgency when managing customer and technical support needs.
• Genuine commitment to delivering high-quality customer and technical support.
• Comfortable learning and working with new technologies, software tools, and digital processes.
• Strong analytical and problem-solving abilities, with the confidence to make decisions and help resolve affiliate-related challenges.
• Excellent written and verbal communication skills, with the ability to explain issues and solutions clearly to different audiences.
• Positive, adaptable, and collaborative approach, with the ability to embrace change, share ideas, and contribute effectively as part of a team.
• Strong interest in continuous learning and curiosity about the travel and tourism industry.
• Ability to build trusted relationships with clients, partners, and internal stakeholders.
• Must be local to Hawaii, with the role based in the Honolulu area.
• Must be legally authorized to work in the United States.

Benefits:

• Hourly compensation of $20.50–$30.75, plus potential eligibility for a 10% bonus.
• Medical, dental, and vision coverage.
• 26 vacation days, 10 sick days, and 12 paid holidays annually.
• Global leave benefits, including 22 weeks of paid parental leave.
• 2 weeks of paid grandparent leave.
• Extended care and bereavement leave.
• Life insurance coverage.
• 401(k) plan with employer matching.
• Social events, team activities, and team-building opportunities.
• Educational and professional development opportunities.
• Wellness benefits, including a Headspace subscription and wellness webinars.
• Work-from-home assistance.
• Hybrid-friendly working environment.
• Paid volunteer hours.
• Opportunity to work in the travel and tourism technology industry while supporting businesses and their distribution partners.
• Collaborative culture focused on learning, innovation, ownership, and employee wellbeing.