Travel Experience Specialist

About the Role Join Navan's Travel Experience team as a frontline Travel Support Specialist responsible for directly assisting travelers with their travel needs and delivering best-in-class service. You’ll work cross-functionally with product, design and engineering to surface feedback that helps improve customer-facing platforms and day-to-day operations, traveler satisfaction, and product development. What You'll Do

• Assist travelers with best-in-class travel support through chat, phone, and email channels.
• Maintain extensive supplier, destination and system knowledge to provide accurate information for hotel, flight, car and rail bookings.
• Analyze customer needs, persona, and urgency to respond quickly and effectively.
• Help users with self-service of the Navan platform and app where possible.
• Respond to customers within SLA expectations and comply with travel, expense, and global policies.
• Share regular progress updates and feedback with stakeholders on key operating processes.
• Stay current on product launches, supplier updates and industry changes through team meetings.
• Continuously build travel industry knowledge to set and uphold a standard of best-in-class support.
• Adhere to attendance policy and complete all required training.
• Meet individual performance metrics aligned to company objectives. What We're Looking For
• 3+ years of experience in a TMC/BT consultant role covering air, rail and hotel suppliers.
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level (mandatory).
• IATA accreditation (WWAFT/WAII/BA2).
• Customer service experience in a contact center or customer-facing role.
• Tech-savvy with Gmail, Zendesk, Slack and Salesforce and familiarity with internal travel platform.
• Reliable and flexible with openness to non-traditional shifts (early mornings, late evenings, weekends).
• Ability to multitask and resolve urgent matters quickly and efficiently.
• Empathetic, professional demeanor under pressure.
• Independent thinker who uses available resources to troubleshoot and resolve inquiries.
• Strong verbal and written communication.
• Team player who collaborates, gives/receives feedback and lifts others up.
• Interest in travel with basic world geography knowledge. Compensation & Benefits Navan offers a comprehensive benefits program designed to support well-being, financial security and life outside work. Benefits vary by country and include healthcare coverage, insurance offerings, wellness resources, retirement savings programs and opportunities to participate in equity plans. We support flexible time off, country-specific holidays, paid parental leave, and exclusive travel-related perks. In-office policy includes four days per week in the office where applicable.