At a Glance
- Tasks: Train and support the Travel Ops team while improving processes for seamless travel experiences.
- Company: Join Duffel, a fast-growing tech company revolutionising travel.
- Benefits: Competitive salary, equity, remote work, generous parental leave, and sabbatical programme.
- Other info: Dynamic, supportive environment with opportunities for personal growth.
- Why this job: Make travel effortless and impactful while owning a share of the company.
- Qualifications: 3+ years in travel ticketing and 2+ years in training content design.
The predicted salary is between 36000 - 60000 £ per year.
📍 London (Hybrid – 2 days in Shoreditch) ⏰ Must be able to work UK business hours (with some flexibility on shifts)
Make travel effortless with us. 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.
About the role
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.
What you’ll be doing:
- 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
What we’re looking for:
- 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
Bonus points if you have:
- 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.
Why you’ll love working here:
- 💰 Competitive salary + equity (you’ll own part of Duffel)
- 🏝️ Work from anywhere policy
- 🛩️ Duffel travel allowance (use what we build!)
- 🍼 Generous parental leave
- 🧘♂️ Sabbatical programme (3 months full pay)
- 🪩 Shoreditch office + regular team socials
What you can expect from us:
We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company.
Travel Operations & Training Specialist (GDS) employer: Duffel
At Duffel, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and personal growth. With a competitive salary, equity ownership, and a generous travel allowance, our team members are empowered to make a real impact in the travel industry while enjoying a flexible work environment in the vibrant Shoreditch area. We prioritise employee well-being with benefits like a sabbatical programme and inclusive team socials, ensuring that every voice is heard and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Travel Operations & Training Specialist (GDS)
✨Tip Number 1
Network like a pro! Reach out to people in the travel industry, especially those who work at Duffel. A friendly chat can open doors and give you insider info about the company culture and what they really value.
✨Tip Number 2
Prepare for your interview by practising common questions related to training and operations. Think about how you can showcase your experience with GDS systems and your ability to create engaging training content.
✨Tip Number 3
Show off your adaptability! Be ready to discuss how you've handled changes in processes or technology in the past. Duffel is all about making travel effortless, so highlight your customer-first mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Duffel team.
We think you need these skills to ace Travel Operations & Training Specialist (GDS)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Travel Operations & Training Specialist role. Highlight your experience in airline ticketing and training, and show us how your skills align with what we're looking for.
Show Off Your Training Skills:Since this role involves delivering training sessions, include examples of your previous training experiences. We want to see how you've turned complex information into engaging content that sticks!
Be Data-Driven:We love a good data story! If you've used metrics to improve processes in your past roles, share those examples. Show us how you’ve iterated on operational processes based on feedback and data.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Duffel
✨Know Your GDS Inside Out
Make sure you brush up on your knowledge of at least one Global Distribution System (GDS) like Sabre, Amadeus, or Travelport. Be ready to discuss how you've used it in past roles, especially in ticketing processes like exchanges and refunds. This will show that you're not just familiar with the system but can also leverage it effectively.
✨Showcase Your Training Skills
Since the role involves delivering training sessions, prepare to share examples of training content you've created or facilitated. Think about how you can turn complex information into engaging material. Maybe even bring a sample presentation or job aid to demonstrate your skills!
✨Emphasise Your Customer-First Mindset
Duffel values a customer-first approach, so be ready to discuss how you've prioritised customer needs in previous roles. Share specific examples where your actions led to improved customer satisfaction or streamlined operations. This will highlight your adaptability and commitment to enhancing the travel experience.
✨Be Data-Driven
The role requires iterating operational processes based on data and feedback. Prepare to talk about how you've used metrics to improve workflows in the past. Bring examples of how data influenced your decisions and led to positive outcomes, showing that you can think critically and make informed choices.
