Duration - 3 months to 6 months

Stipend - 35,000 in hand

Working Days - 6 days

About IRL

Researchers at UC Berkeley have identified a “100,000-year data gap” - the gulf between what trained AI language models and what physical robots actually have to learn from. Closing that gap is the defining infrastructure challenge of the physical AI era. IRL is Instawork’s answer to it. We deploy skilled workers into real commercial and residential environments - kitchens, warehouses, hotel floors, homes - to capture the high-fidelity task data that the world’s leading Robotics labs use to train their foundation models. Read more here.

Role Overview

We are looking for an analytically-minded Operations Management Intern with an engineering background to join our team. This role is ideal for Engineering Graduates who enjoy solving structural problems and want to apply their technical discipline to business operations. You will be responsible for managing high-volume data and coordinating complex logistics to ensure our operational engine runs at peak efficiency.

Key Responsibilities

• Operational Analytics: Use your engineering mindset to break down operational workflows and identify areas for automation or optimization.
• Advanced Data Tracking: Manage and audit large-scale datasets using Excel, ensuring 100% accuracy in reporting and forecasting.
• Project Coordination: Oversee the lifecycle of specific operational tasks, ensuring technical requirements and timelines are met.
• Stakeholder Liaison: Act as a bridge between technical teams and field operations to ensure seamless communication.
• Problem Solving: Rapidly troubleshoot real-time operational issues using a logical, first-principles approach.

Mandatory Qualifications

• Education: B.E. / B.Tech Graduate (All streams welcome; Batch of 2025 or 2026).
• Event Leadership: Proven experience in a core leadership or operations role for a College Fest. We are looking for candidates who have managed budgets, logistics, or large teams in a high-pressure environment.
• Technical Tools: Expert-level proficiency in Microsoft Excel (formulas, data modeling, and pivot tables).
• Systems Thinking: Ability to understand how different parts of a process impact the whole.

About Us

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.

Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.

Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.

Why Join Us

We’re looking for a hands on Facilities & Admin Manager to own the day-to-day operations of our workplace and administrative functions. This is an individual contributor role for someone who enjoys building great workplace experiences, thrives in a fast-paced environment, and can independently manage facilities, vendors, and travel operations.

If you love taking ownership, solving problems, and making things run smoothly behind the scenes - this role is for you.

What you’ll be doing

Facilities & Workplace Operations

• Own the daily operations of the office to ensure a seamless and productive workplace experience
• Serve as the primary point of contact with managed office partners (e.g., Indiqube) for facilities, infrastructure, and support
• Oversee housekeeping, security, maintenance, pantry services, and office supplies
• Ensure compliance with safety standards, workplace policies, and statutory requirements
• Manage office assets, inventory, and access systems

Vendor & Logistics Management

• Manage external vendors for maintenance, repairs, procurement, and services
• Support office expansions, seating allocation, and workspace planning
• Drive cost efficiency through smart vendor negotiations and contract management

Travel & Hospitality

• Manage domestic and international travel bookings including flights, hotels, and ground transport
• Coordinate executive travel plans and end-to-end itineraries
• Negotiate corporate hotel rates and manage travel partners
• Oversee guest visits, leadership visits, and all hospitality arrangements

Administrative Support

• Partner with leadership on facilities planning, budgeting, and forecasting
• Track and manage facilities and administrative expenses
• Ensure smooth onboarding logistics - workspace setup, access cards, and office readiness

What you bring to the role

• 8+ years of experience in Facilities, Administration, or Workplace Management, ideally in a startup or SaaS environment
• Hands-on experience working with managed office providers such as Indiqube, WeWork, or similar
• Strong vendor management and negotiation skills
• Experience managing travel coordination and logistics
• Highly organized, detail-oriented, and execution-focused
• Comfortable working independently in a fast-growing, dynamic setup

Perks & Benefits

• Excellent medical insurance options and free online doctor consultations
• Yearly privilege and sick leaves as per Karnataka S&E Act
• Generous holidays (National and Festive) recognition and parental leave policies
• Learning & Development fund to support your continuous learning journey and professional development
• Fun events to build culture across the organization
• Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai. 

About IRL (Instawork Robotics Labs)

Researchers at UC Berkeley have identified a “100,000-year data gap” - the gulf between what trained AI language models and what physical robots actually have to learn from. Closing that gap is the defining infrastructure challenge of the physical AI era. IRL is Instawork’s answer to it. We deploy skilled workers into real commercial and residential environments - kitchens, warehouses, hotel floors, homes - to capture the high-fidelity task data that the world’s leading Robotics labs use to train their foundation models. Read more here.

The Role
We are looking for a highly versatile Senior/Staff Engineer with rock-solid fundamentals who can confidently tackle any problem across the tech stack. As a key engineering leader in our Bengaluru hub, you will own the technical execution for massive-scale physical AI training data, building out core systems like Instawork Lens (our global data collection platform) and Instawork Prism (our dedicated QA platform).

What You’ll Do

• Full-Stack Versatility: Seamlessly transition between frontend, backend, and infrastructure. You will own features end-to-end, solving whatever technical challenge stands in the way of shipping.
• Platform Ownership: Lead the technical development of Instawork Lens and Instawork Radiant, ensuring high-throughput data enrichment, labeling, and continuous quality assurance loops.
• Infrastructure & Video Pipelines: Architect and scale our cloud environments. You will manage complex AWS infrastructure and ECS services for video transcoding, ensuring deep observability with precise telemetry across CPU, memory, network, and disk IOPS.
• Architect for Scale: Design and optimize data pipelines capable of securely processing petabytes of global video and telemetry data without bottlenecking.
• AI-Leveraged Engineering: Use agentic models as a force multiplier to ship faster, relying on your deep engineering fundamentals to guide the AI, spot bad patterns, and make the final architectural decisions.
• Cross-Functional Mentorship: Act as a technical pillar for the team. Guide mid- and senior-level engineers through code reviews, pair programming, and architectural discussions to raise the bar for engineering excellence.

Who You Are

• Master of Fundamentals: You have 8+ years of software engineering experience. You deeply understand distributed systems, database internals, and network constraints, and you write clean, maintainable code (coding ~80% of the time).
• True Generalist: Extensive experience with full-stack development (Python, Django, React, or similar modern frameworks) and a willingness to learn whatever language or tool is needed for the job.
• Cloud & Infrastructure Chops: Hands-on experience designing scalable backend systems and managing cloud infrastructure (AWS, ECS/Docker, CloudWatch), particularly for data-heavy or high-throughput applications.
• Startup Mindset: You thrive in ambiguous, fast-paced, 0-1 environments. You act like an owner, practice high-velocity decision-making, and know how to ship product quickly without sacrificing quality.
• Mission-Driven: You are genuinely excited about the robotics revolution and want to build the human advantage that powers it.

About IRL (Instawork Robotics Labs)

Researchers at UC Berkeley have identified a “100,000-year data gap” - the gulf between what trained AI language models and what physical robots actually have to learn from. Closing that gap is the defining infrastructure challenge of the physical AI era. IRL is Instawork’s answer to it. We deploy skilled workers into real commercial and residential environments - kitchens, warehouses, hotel floors, homes - to capture the high-fidelity task data that the world’s leading Robotics labs use to train their foundation models. Read more here.

The Role
We are looking for a highly versatile Senior Engineer with rock-solid fundamentals who can confidently tackle any problem across the tech stack. As a key engineering leader in our Bengaluru hub, you will own the technical execution for massive-scale physical AI training data, building out core systems like Instawork Lens (our global data collection platform) and Instawork Prism (our dedicated QA platform).
You are a generalist at heart. You are just as comfortable designing a clean user experience in React as you are diving deep into AWS to tune heavy video transcoding pipelines. While we leverage agentic models heavily to accelerate our coding output, we rely on your deep engineering intuition, architectural expertise, and flawless fundamentals to ensure our systems are robust, scalable, and built the right way.

What You’ll Do

• Full-Stack Versatility: Seamlessly transition between frontend, backend, and infrastructure. You will own features end-to-end, solving whatever technical challenge stands in the way of shipping.
• Platform Ownership: Lead the technical development of Instawork Lens and Instawork Radiant, ensuring high-throughput data enrichment, labeling, and continuous quality assurance loops.
• Infrastructure & Video Pipelines: Architect and scale our cloud environments. You will manage complex AWS infrastructure and ECS services for video transcoding, ensuring deep observability with precise telemetry across CPU, memory, network, and disk IOPS.
• Architect for Scale: Design and optimize data pipelines capable of securely processing petabytes of global video and telemetry data without bottlenecking.
• AI-Leveraged Engineering: Use agentic models as a force multiplier to ship faster, relying on your deep engineering fundamentals to guide the AI, spot bad patterns, and make the final architectural decisions.
• Cross-Functional Mentorship: Act as a technical pillar for the team. Guide mid- and senior-level engineers through code reviews, pair programming, and architectural discussions to raise the bar for engineering excellence.

Who You Are

• Master of Fundamentals: You have 6+ years of software engineering experience. You deeply understand distributed systems, database internals, and network constraints, and you write clean, maintainable code (coding ~80% of the time).
• True Generalist: Extensive experience with full-stack development (Python, Django, React, or similar modern frameworks) and a willingness to learn whatever language or tool is needed for the job.
• Cloud & Infrastructure Chops: Hands-on experience designing scalable backend systems and managing cloud infrastructure (AWS, ECS/Docker, CloudWatch), particularly for data-heavy or high-throughput applications.
• Startup Mindset: You thrive in ambiguous, fast-paced, 0-1 environments. You act like an owner, practice high-velocity decision-making, and know how to ship product quickly without sacrificing quality.
• Mission-Driven: You are genuinely excited about the robotics revolution and want to build the human advantage that powers it.

Instawork

Instawork is one of the largest flexible labor marketplaces in the US - connecting over 10 million blue-collar workers with businesses across warehouses, kitchens, stadiums, etc. Built over a decade into the infrastructure that powers America's hourly economy, Instawork has raised $160M from TCV, Benchmark, and Greylock. We operate at a massive scale, move with urgency, and are now making one of the most ambitious bets in AI.

About IRL (Instawork Robotics Labs)

Researchers at UC Berkeley have identified a “100,000-year data gap” - the gulf between what trained AI language models and what physical robots actually have to learn from. Closing that gap is the defining infrastructure challenge of the physical AI era. IRL is Instawork’s answer to it. We deploy skilled workers into real commercial and residential environments - kitchens, warehouses, hotel floors, homes - to capture the high-fidelity task data that the world’s leading Robotics labs use to train their foundation models. Read more here.

What will you do?

We're hiring an Operations Manager to run and scale our robotics data operations across APAC, starting from Bengaluru. You will own the operational backbone of a large-scale video data collection programme spanning multiple cities, thousands of field workers, and the most demanding quality bars in the industry. You'll work directly with senior leadership and carry real ownership from week one.

• Build the operations from the ground up - workflows, QA pipelines, and performance systems that scale across India and APAC without breaking
• Hire, mentor, and lead a lean team. Make them punch way above their weight
• Automate everything you possibly can. If AI can do it, it should not be on your plate
• Get on planes. Stand up new markets. Make them work
• Own every vendor relationship, every field coordinator, every delivery. 

Who are you?
If you've been itching to do the most important work of your career, and are ready to pour everything into it, this is your moment.

• 5+ years in operations, with experience building and leading teams inside startups.
• Strong with operational metrics, data reporting, and Google Sheets
• Hands-on with AI tools and automation platforms - you have actively used them to eliminate manual work.

Why Join Us

• Robotics data is a once-in-a-decade infrastructure bet. Get in before it goes mainstream and build your career at the center of it
• You will have full ownership of a greenfield operation - the kind of scope most people don't get until much later in their careers
• Work with world-class robotics, ops, and product talent

To Apply

If this role is speaking to you, don't just send a resume. Tell us about the hardest operational problem you have ever solved. We will take it from there. 

About IRL

Researchers at UC Berkeley have identified a “100,000-year data gap” - the gulf between what trained AI language models and what physical robots actually have to learn from. Closing that gap is the defining infrastructure challenge of the physical AI era. IRL is Instawork’s answer to it. We deploy skilled workers into real commercial and residential environments - kitchens, warehouses, hotel floors, homes - to capture the high-fidelity task data that the world’s leading Robotics labs use to train their foundation models. Read more here.

Location: Bengaluru, India 

The Mission

Instawork is building the data engine for the future of physical AI. We are looking for a Global Robotics Partnership Associate to bridge the gap between world-class robotics companies, the massive scale of our labor marketplace, and the 1000s of Partners who use Instawork for skilled labor every day.

The Hustle

This is a high-octane, 60+ hour-per-week role for someone who lives to close deals. You will work directly with our CEO and Head of Robotics to hunt and secure partnerships with companies that control diverse labor forces. Your goal: integrate Instawork’s operations and tech to turn their manual labor into the high-quality training datasets needed to fuel the next generation of robotics.

Role

• Execute the Playbook: Identify and sign global partners who need Instawork’s tech to capture and structure robotic training data. Build outbound pipeline via cold calls, email, and LinkedIn. This is a full-cycle partner acquisition role, from first outreach, to collecting quality data.
• Own the Road: Expect extensive global travel to partner sites.

Who you Are: You have a "founder" mindset and Bias for Action. You don't wait for permission; you deliver results. You thrive in a high-pressure environment where the pace is fast and the expectations are higher. You are comfortable with ambiguity and fast iteration. 2+ years in Partnerships, Business Development, SDR, or inside sales, with experience owning deals beyond initial qualification.

Instawork’s on-demand labor marketplace is uniquely valuable for robotics and physical AI. We’re working with leading frontier labs to create the highest-quality, highest-diversity datasets for training robotics foundation models. Instawork Robotics is the human advantage in the robotics revolution. 

We are seeking a highly skilled, part-time Field Engineering Technician to manage the maintenance, calibration, and local deployment of a fleet of 600 custom wearable camera rigs. Unlike standard IT support, this role sits at the intersection of precision electronics, mechanical assembly, and field operations. You will be the primary guardian of our hardware integrity, ensuring that high-stakes egocentric data collection continues without interruption across various deployment sites.

About IRL

Researchers at UC Berkeley have identified a “100,000-year data gap” - the gulf between what trained AI language models and what physical robots actually have to learn from. Closing that gap is the defining infrastructure challenge of the physical AI era. IRL is Instawork’s answer to it. We deploy skilled workers into real commercial and residential environments - kitchens, warehouses, hotel floors, homes - to capture the high-fidelity task data that the world’s leading Robotics labs use to train their foundation models. Read more here.

Who You Are:

A problem-solver who enjoys troubleshooting, working with physical devices, and finding creative solutions to problems quickly. 

• Education: ITI or Diploma in Electronics, Mechatronics, or Electrical Engineering.
• Experience: proven background in repairing "small-form-factor" electronics (e.g., smartphones, drones, or action cameras)
• Technical Skills: high dexterity with precision hand tools, multimeters, and soldering stations
• Safety: deep understanding of ESD (Electrostatic Discharge) safety protocols
• Software: comfortable navigating Linux/Windows-based diagnostic shells and firmware update tools.
• Mobility must possess a valid two-wheeler license and a personal vehicle for local travel.
• A hard worker who is comfortable working in new and different field environments, and adapting to new hardware and systems. 
• An operator who is experienced with the basics of hardware maintenance and support.
•  

Nice-to-haves:

Experience supporting robotics, sensors, wearables, cameras, or prototype hardware systems. Experience with firmware flashing, Linux, Android, embedded devices, or basic networking. Experience at an early-stage or mid-stage startup. Basic electrical, mechanical, or hardware assembly experience. Comfort building with AI tools like Cursor and Claude Code

What You’ll Do:

• Field Hardware Support. Maintain and troubleshoot deployed data collection systems, including cameras, sensors, batteries, storage media, cables, mounts, and wearable equipment.
• Device Configuration. Perform hardware setup, provisioning, firmware flashing, software updates, calibration, and readiness checks prior to deployment.
• Issue Resolution. Diagnose and resolve day-to-day technical issues in the field, document recurring failures, and escalate more complex problems to engineering teams.
• Repair & Refurbishment. Replace damaged or worn components, manage spare parts inventory, and prepare returned systems for rapid redeployment.
• Operator Enablement. Support field operators with fit adjustments, setup guidance, charging workflows, and best practices to ensure reliable data capture.
• Cross-Functional Collaboration. Coordinate with robotics leadership, data ops, QA, and engineering teams to continuously improve hardware reliability, usability, and field performance.

Customer Care Leads have advanced knowledge of the travel industry, its key suppliers, their products and services, global geography, and local market nuances. Customer Care Leads possess the highest levels of technical, professional, and customer service skills in the service organization.

Responsible and accountable for dealing with escalations, Customer Care Leads are innate problem solvers and critical thinkers who leverage all resources to find the best outcomes for customers and users. You are highly motivated and driven to success, able to thoroughly examine all aspects of escalations and complaints to provide resolutions, redress damages to brand image, and provide compensation as needed.

Customer Care Leads are critical collaborators who provide debriefs to all stakeholders and highlight learning opportunities.

What You’ll Do:

• Prioritize and respond to support inquiries and escalations via calls, email, and chat while meeting agreed SLAs
• Work and resolve escalations submitted to them when a customer has been negatively impacted due to several possible reasons, including product errors, consultant errors, supplier errors, customer errors, etc.
• Review various systems and tools for cases, including PNR notes/booking details, all interactions related to a booking ID, all slack channels for any threads associated with booking ID, GDS/NDC/Voyager/Reszerver, and Stripe/Expense for any financials/refunds
• Reach out to Support Finance to review any charges/refunds from suppliers to Suppliers to validate any information
• Analyzes the root causes of all escalations through thorough review
• Find a resolution to issues in a timely and cost-effective manner and work quickly to put the fix in place
• Communicate externally with the customer throughout the case and provide final communication with RCA and Action to Resolve
• Provide debriefs to customer and/or company administrators when appropriate, including steps being taken to avoid repeat issues
• Gain renewed trust with existing customer accounts through exceptional customer service and effective problem solving
• Oversee refunds, write-offs, compensation, etc. for customers when an issue is caused by an internal error
• Notify Customer Success, Product, or Technical teams of any platform issues through Jira tickets
• Provide comprehensive feedback and follow up to Travel Consultants, frontline Managers, Senior Leadership, L&D, CSMs, or Product teams where necessary to address issues, product failures, or training requirements
• Document all inquiries, requests, resolutions, and follow-up tasks
• Work proactively with the appropriate internal teams on Sevs to determine the customers impacted, the path to resolution, and will resolve each instance
• Escalate inquiries and requests as necessary to the appropriate department or person, following the outlined guidelines
• Be courteous and empathetic with all customers, balancing finding mutual resolution with providing excellent customer service
• Meet SLA performance metrics and communicate timelines to customers
• Provide best in class service mirroring our brand reputation

What We’re Looking For:

• 9+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 5+ years with multiple GDS experience (Sabre, Amadeus, Galileo) to advanced level - MANDATORY REQUIREMENT
• Intermediate level Sabre (Sabre 4 native) required
• IATA accreditation (WWAFT/WAII/BA2)
• In-depth knowledge of industry practices, key suppliers, and their products and services
• Customer Service experience within a contact center or customer facing role
• Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends) as we scale our support organization
• Self-starter who can manage a high volume of work and on-call customer conversations when necessary
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker who is able to use available resources to action resolutions to escalated problems
• A skilled communicator with excellent verbal and written communication
• Exceptional communication and interpersonal skills
• Demonstrated ability with de-escalation and conflict resolutions 
• Strong grasp of global geography and local market nuances
• Dedicated to promoting a growth mindset and continuous improvement
• Proven success in gaining the trust and building relationships with C-suite customers and frequent travelers

Customer Care Leads have advanced knowledge of the travel industry, its key suppliers, their products and services, global geography, and local market nuances. Customer Care Leads possess the highest levels of technical, professional, and customer service skills in the service organization.

Responsible and accountable for dealing with escalations, Customer Care Leads are innate problem solvers and critical thinkers who leverage all resources to find the best outcomes for customers and users. You are highly motivated and driven to success, able to thoroughly examine all aspects of escalations and complaints to provide resolutions, redress damages to brand image, and provide compensation as needed.

Customer Care Leads are critical collaborators who provide debriefs to all stakeholders and highlight learning opportunities.

What You’ll Do:

• Prioritize and respond to support inquiries and escalations via calls, email, and chat while meeting agreed SLAs
• Work and resolve escalations submitted to them when a customer has been negatively impacted due to several possible reasons, including product errors, consultant errors, supplier errors, customer errors, etc.
• Review various systems and tools for cases, including PNR notes/booking details, all interactions related to a booking ID, all slack channels for any threads associated with booking ID, GDS/NDC/Voyager/Reszerver, and Stripe/Expense for any financials/refunds
• Reach out to Support Finance to review any charges/refunds from suppliers to Suppliers to validate any information
• Analyzes the root causes of all escalations through thorough review
• Find a resolution to issues in a timely and cost-effective manner and work quickly to put the fix in place
• Communicate externally with the customer throughout the case and provide final communication with RCA and Action to Resolve
• Provide debriefs to customer and/or company administrators when appropriate, including steps being taken to avoid repeat issues
• Gain renewed trust with existing customer accounts through exceptional customer service and effective problem solving
• Oversee refunds, write-offs, compensation, etc. for customers when an issue is caused by an internal error
• Notify Customer Success, Product, or Technical teams of any platform issues through Jira tickets
• Provide comprehensive feedback and follow up to Travel Consultants, frontline Managers, Senior Leadership, L&D, CSMs, or Product teams where necessary to address issues, product failures, or training requirements
• Document all inquiries, requests, resolutions, and follow-up tasks
• Work proactively with the appropriate internal teams on Sevs to determine the customers impacted, the path to resolution, and will resolve each instance
• Escalate inquiries and requests as necessary to the appropriate department or person, following the outlined guidelines
• Be courteous and empathetic with all customers, balancing finding mutual resolution with providing excellent customer service
• Meet SLA performance metrics and communicate timelines to customers
• Provide best in class service mirroring our brand reputation

What We’re Looking For:

• 9+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 5+ years with multiple GDS experience (Sabre, Amadeus, Galileo) to advanced level - MANDATORY REQUIREMENT
• Intermediate level Sabre (Sabre 4 native) required
• IATA accreditation (WWAFT/WAII/BA2)
• In-depth knowledge of industry practices, key suppliers, and their products and services
• Customer Service experience within a contact center or customer facing role
• Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends) as we scale our support organization
• Self-starter who can manage a high volume of work and on-call customer conversations when necessary
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker who is able to use available resources to action resolutions to escalated problems
• A skilled communicator with excellent verbal and written communication
• Exceptional communication and interpersonal skills
• Demonstrated ability with de-escalation and conflict resolutions 
• Strong grasp of global geography and local market nuances
• Dedicated to promoting a growth mindset and continuous improvement
• Proven success in gaining the trust and building relationships with C-suite customers and frequent travelers

Customer Care Leads have advanced knowledge of the travel industry, its key suppliers, their products and services, global geography, and local market nuances. Customer Care Leads possess the highest levels of technical, professional, and customer service skills in the service organization.Responsible and accountable for dealing with escalations, Customer Care Leads are innate problem solvers and critical thinkers who leverage all resources to find the best outcomes for customers and users. You are highly motivated and driven to success, able to thoroughly examine all aspects of escalations and complaints to provide resolutions, redress damages to brand image, and provide compensation as needed.Customer Care Leads are critical collaborators who provide debriefs to all stakeholders and highlight learning opportunities.

What You’ll Do:

• Prioritize and respond to support inquiries and escalations via calls, email, and chat while meeting agreed SLAs
• Work and resolve escalations submitted to them when a customer has been negatively impacted due to several possible reasons, including product errors, consultant errors, supplier errors, customer errors, etc.
• Review various systems and tools for cases, including PNR notes/booking details, all interactions related to a booking ID, all slack channels for any threads associated with booking ID, GDS/NDC/Voyager/Reszerver, and Stripe/Expense for any financials/refunds
• Reach out to Support Finance to review any charges/refunds from suppliers to Suppliers to validate any information
• Analyzes the root causes of all escalations through thorough review
• Find a resolution to issues in a timely and cost-effective manner and work quickly to put the fix in place
• Communicate externally with the customer throughout the case and provide final communication with RCA and Action to Resolve
• Provide debriefs to customer and/or company administrators when appropriate, including steps being taken to avoid repeat issues
• Gain renewed trust with existing customer accounts through exceptional customer service and effective problem solving
• Oversee refunds, write-offs, compensation, etc. for customers when an issue is caused by an internal error
• Notify Customer Success, Product, or Technical teams of any platform issues through Jira tickets
• Provide comprehensive feedback and follow up to Travel Consultants, frontline Managers, Senior Leadership, L&D, CSMs, or Product teams where necessary to address issues, product failures, or training requirements
• Document all inquiries, requests, resolutions, and follow-up tasks
• Work proactively with the appropriate internal teams on Sevs to determine the customers impacted, the path to resolution, and will resolve each instance
• Escalate inquiries and requests as necessary to the appropriate department or person, following the outlined guidelines
• Be courteous and empathetic with all customers, balancing finding mutual resolution with providing excellent customer service
• Meet SLA performance metrics and communicate timelines to customers
• Provide best in class service mirroring our brand reputation

What We’re Looking For:

• 5-9 years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 5+ years with multiple GDS experience (Sabre, Amadeus, Galileo) to advanced level - MANDATORY REQUIREMENT
• Intermediate level Sabre (Sabre 4 native) required
• IATA accreditation (WWAFT/WAII/BA2)
• In-depth knowledge of industry practices, key suppliers, and their products and services
• Customer Service experience within a contact center or customer facing role
• Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends) as we scale our support organization
• Self-starter who can manage a high volume of work and on-call customer conversations when necessary
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker who is able to use available resources to action resolutions to escalated problems
• A skilled communicator with excellent verbal and written communication
• Exceptional communication and interpersonal skills
• Demonstrated ability with de-escalation and conflict resolutions 
• Strong grasp of global geography and local market nuances
• Dedicated to promoting a growth mindset and continuous improvement
• Proven success in gaining the trust and building relationships with C-suite customers and frequent travelers

Customer Care Leads have advanced knowledge of the travel industry, its key suppliers, their products and services, global geography, and local market nuances. Customer Care Leads possess the highest levels of technical, professional, and customer service skills in the service organization.Responsible and accountable for dealing with escalations, Customer Care Leads are innate problem solvers and critical thinkers who leverage all resources to find the best outcomes for customers and users. You are highly motivated and driven to success, able to thoroughly examine all aspects of escalations and complaints to provide resolutions, redress damages to brand image, and provide compensation as needed.Customer Care Leads are critical collaborators who provide debriefs to all stakeholders and highlight learning opportunities.

What You’ll Do:

• Prioritize and respond to support inquiries and escalations via calls, email, and chat while meeting agreed SLAs
• Work and resolve escalations submitted to them when a customer has been negatively impacted due to several possible reasons, including product errors, consultant errors, supplier errors, customer errors, etc.
• Review various systems and tools for cases, including PNR notes/booking details, all interactions related to a booking ID, all slack channels for any threads associated with booking ID, GDS/NDC/Voyager/Reszerver, and Stripe/Expense for any financials/refunds
• Reach out to Support Finance to review any charges/refunds from suppliers to Suppliers to validate any information
• Analyzes the root causes of all escalations through thorough review
• Find a resolution to issues in a timely and cost-effective manner and work quickly to put the fix in place
• Communicate externally with the customer throughout the case and provide final communication with RCA and Action to Resolve
• Provide debriefs to customer and/or company administrators when appropriate, including steps being taken to avoid repeat issues
• Gain renewed trust with existing customer accounts through exceptional customer service and effective problem solving
• Oversee refunds, write-offs, compensation, etc. for customers when an issue is caused by an internal error
• Notify Customer Success, Product, or Technical teams of any platform issues through Jira tickets
• Provide comprehensive feedback and follow up to Travel Consultants, frontline Managers, Senior Leadership, L&D, CSMs, or Product teams where necessary to address issues, product failures, or training requirements
• Document all inquiries, requests, resolutions, and follow-up tasks
• Work proactively with the appropriate internal teams on Sevs to determine the customers impacted, the path to resolution, and will resolve each instance
• Escalate inquiries and requests as necessary to the appropriate department or person, following the outlined guidelines
• Be courteous and empathetic with all customers, balancing finding mutual resolution with providing excellent customer service
• Meet SLA performance metrics and communicate timelines to customers
• Provide best in class service mirroring our brand reputation

What We’re Looking For:

• 5-9 years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 5+ years with multiple GDS experience (Sabre, Amadeus, Galileo) to advanced level - MANDATORY REQUIREMENT
• Intermediate level Sabre (Sabre 4 native) required
• IATA accreditation (WWAFT/WAII/BA2)
• In-depth knowledge of industry practices, key suppliers, and their products and services
• Customer Service experience within a contact center or customer facing role
• Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends) as we scale our support organization
• Self-starter who can manage a high volume of work and on-call customer conversations when necessary
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker who is able to use available resources to action resolutions to escalated problems
• A skilled communicator with excellent verbal and written communication
• Exceptional communication and interpersonal skills
• Demonstrated ability with de-escalation and conflict resolutions 
• Strong grasp of global geography and local market nuances
• Dedicated to promoting a growth mindset and continuous improvement
• Proven success in gaining the trust and building relationships with C-suite customers and frequent travelers

At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Travel team is central to this mission!

As a member of our quickly growing Travel Experience team, you will be responsible for directly supporting our users’ travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing a best-in-class customer experience. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development! 

What You’ll Do:

• Assist our travelers with best-in-class travel support through multiple contact channels: chat, call and email. 
• Maintain extensive supplier, destination and system knowledge. 
• Make quick and accurate analyses of customer needs, persona and level of urgency.
• Provide accurate information for hotel, flight, car and rail bookings, as required
• Support users with self-service of the Navan platform and app where possible.
• Respond to customers within SLA expectations and requirements.  
• Follow company and customer travel and expense procedures and policies in addition to global compliance procedures.  
• Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes.
• Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes.
• Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support. 
• Adhere to attendance policy and complete all assigned training. 
• Meet individual performance metrics in support of the organization and company business objectives. 

What We’re Looking For:

• 3+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level - MANDATORY REQUIREMENT
• IATA accreditation (WWAFT/WAII/BA2)
• Customer Service experience within a contact center or customer facing role.
• Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform. 
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization
• Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible.
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker who is able to use available resources to troubleshoot issues and resolve customer inquiries. 
• A skilled communicator with excellent verbal and written communication
• A team player who thrives in collaborating, giving and receiving feedback and lifting others up
• An interest in travel with a basic understanding of world geography

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. Toast connects employees, operations, and guests on a reliable, easy-to-use platform so restaurateurs can stay one step ahead of a rapidly evolving hospitality market. 

The mission of the International APAC team is to delight our global customers with the wide variety of Toast products. This is a relatively new team and an opportunity to help lead Toast on its journey of international expansion. As a Staff Software Engineer on the International team you will be focused on building products with a Global first mindset, working  closely with UX/PM and customers to deliver the most value that fits our customers market and culture. 

About this roll* (Responsibilities) 

• Build new products and Evolve Toast’s existing products suite to meet global market needs
• Be part of a team working collaboratively with UX, PM and other engineers building applications using modern web technologies 
• Work closely with pilot customers to ensure successful delivery and operation 
• Collaborate with teams across Toast, such as R&D, customer support and new customer onboarding
• Lead projects from discovery and development to roll out
• Mentor and coach other team members
• Promote technical excellence 
• Guiding project direction, making technical decisions, and providing technical expertise to the team
• Performing thorough code reviews to maintain quality standards and identify potential issues
• Assessing project scope, estimation and impact analysis

Do you have the right ingredients*? (Requirements)

• High proficiency  in Java or Kotlin (experience of 10-14 years in reputed product / relevant domain company)
• Experience  of API principals e.g REST
• Enjoys building well-engineered, usable and accessible systems
• Passionate about making users happy and seeing people use your product in the wild
• Ability to embrace an agile mindset focused on delivering usable software
• Adaptable to work in changing environments

Special Sauce* (Nice to Haves)

• Full Stack experience
• Experience with localisation and internationalization frameworks
• Experience in Hotel or Restaurant business domain
• Exposure to payments and integrations

What we use to make our dish (Our Tech Stack)

• A core of Java & Kotlin based backend services.
• React SPAs leveraging Tailwind, GraphQL and Storybook.
• Android app built in Java & Kotlin running in the restaurant.
• PostgreSQL and Dynamodb as core persistence.
• Pulsar, Camel and RabbitMQ for message-based integrations.
• And many more technologies that help us build a top class platform.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy 
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.