Travel Operations & Training Specialist

Travel Operations & Training Specialist

📍 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.

We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.

Note to recruitment agencies

Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.