About this role.
Hopper is seeking a Senior Software Engineer to join their Customer Experience Platform team, which owns the post-booking journey including self-serve, agent tools, and AI-powered support systems. The role involves designing and building scalable APIs, microservices, and full-stack features that power conversational AI, internal agent platforms, and partner integrations. The ideal candidate has 6+ years of experience in large-scale distributed systems, full-stack development, and a product engineer mindset. This role offers end-to-end ownership of features and collaboration with cross-functional teams including Product, Design, and AI. Joining Hopper means contributing to technology that supports millions of travelers globally.
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Cover letter sample
I am excited to apply for the Senior Software Engineer - Customer Experience Platform position at Hopper. With over 6 years of experience building large-scale distributed systems and customer-facing applications, I have a strong track record of delivering scalable, high-quality solutions. My full-stack expertise spans both frontend and backend, including API design, microservices, and event-driven architectures, which align perfectly with the technical requirements of this role.
I have a product engineer mindset, always focusing on user experience and taking ownership of features end-to-end. At my previous role, I led the development of a customer-facing platform that reduced support response times by 30% through automation and self-service flows. I am particularly drawn to Hopper's mission of leveraging AI to enhance the post-booking journey, and I am eager to contribute to the HTS Assist platform and internal agent tools.
I thrive in collaborative environments and have extensive experience working with cross-functional teams including Product, Design, and Operations. I am comfortable with modern technologies such as Python, TypeScript, and React, and have integrated with various external systems like telephony APIs and CRMs. I am excited about the opportunity to work on systems that impact millions of travelers globally and would love to bring my technical leadership and passion for customer experience to Hopper.
Sample interview questions
In my previous role, I designed a microservices-based order management system handling millions of transactions daily. Key decisions included using event-driven architecture with Kafka for async processing, and implementing CQRS for read/write separation. The trade-off was increased operational complexity but improved scalability and fault isolation.
I believe in understanding the entire user journey. For a self-service portal, I built the React frontend with TypeScript and the Django backend with REST APIs. I ensured seamless integration by defining clear API contracts and using shared types. This end-to-end ownership reduced communication overhead and resulted in a cohesive product.
I would design an orchestration layer that routes customer intents to appropriate handlers, using an LLM for understanding context and generating responses. The system would include guardrails for accuracy, fallback to human agents when confidence is low, and monitoring for continuous improvement.
I advocate for thorough code reviews, automated testing (unit, integration, and end-to-end), and comprehensive monitoring and alerting. In fast-paced settings, I prioritize incremental delivery and feature flags to reduce risk. At my last company, this approach reduced production incidents by 40%.
We needed to add a real-time feature but had latency constraints. I proposed using WebSockets instead of polling, which required additional infrastructure but provided a better user experience. I presented the trade-offs to product, and we agreed to invest in the WebSocket solution. The feature later became a key differentiator.
About the team
The Customer Experience (CX) Product team owns the entire post-booking journey, from the moment a trip is booked through changes, disruptions, refunds, and customer support interactions.
We build and operate the systems that enable fast, high-quality support at scale, including:
Customer self-serve experiences within the Hopper app and partner-integrated flows
Internal agent platforms that enable efficient, high-quality human resolution
HTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partners
Together, these platforms support millions of travelers across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide.
About the job
As a Software Engineer on the CX Platform team, you will design, build, and evolve the core systems behind Hopper’s post-booking experience. Your work will directly impact customers, internal support agents, and the continued expansion of HTS Assist across AI-driven voice and chat.
You’ll collaborate closely with Product, Design, AI, Data, and Operations partners to deliver intelligent, scalable customer service systems, including conversational AI workflows, self-service customer journeys, internal tools used by thousands of agents, and infrastructure that enables partner-specific experiences.
You’ll report to a Senior Engineering Manager and work alongside engineers focused on platform services, integrations, AI orchestration, and self-service UX.
What would your day-to-day look like
Design, build, and improve the backend and full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows
Develop scalable APIs, microservices, and orchestration logic supporting complex post-booking journeys across AI, chat, voice, and web
Partner with Product, Design, AI, and Operations to deliver features that streamline customer experiences and improve agent efficiency
Integrate with external systems — telephony, CRM, identity, booking platforms — to support internal use cases and partner deployments
Own features end-to-end, from technical design through implementation, testing, deployment, monitoring, and iteration
Contribute to architectural decisions, code reviews, and reliability improvements that raise the bar for the broader team
Analyse system performance and user behaviour to identify opportunities for automation, optimisation, and cost reduction
Minimum Qualifications
6+ years of software engineering experience building large-scale distributed systems or customer-facing applications
Strong command of both modern frontend and backend development, with the ability to contribute meaningfully across the full stack
Hands-on experience designing and maintaining RESTful APIs, microservices, or event-driven systems
Comfort with data storage and cloud infrastructure at a senior level — you know how to make the right tradeoffs without needing to be told
A product engineer mindset: you think about the user experience, ask why before how, and take ownership of outcomes, not just outputs
Strong communication skills and a track record of effective cross-functional collaboration with distributed teams
Preferred Qualifications
Experience with conversational AI, LLM orchestration, or automation systems
Experience building customer service, CRM, telephony, contact center, or workflow automation tools
Familiarity with Scala/Python, React, TypeScript, or modern frontend frameworks for engineers who want to contribute full-stack
Experience integrating with external systems (e.g., telephony APIs, identity providers, payment gateways, CRMs)
Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus, though not required
More about Hopper
At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world’s largest brands.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.
Here are just a few stats that demonstrate the company’s recent growth:
Billions of dollars worth of travel and travel fintech are sold through Hopper and HTS channels every year.
Our fintech products – including Cancel for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.
Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75% of the business.
Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines and many more.
Hopper has been named the #1 most innovative company in travel by Fast Company.
We have raised over $750 million USD of private capital and are backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel ecommerce provider in a $1 trillion online shopping category. The Hopper app and website will also continue to be the preferred travel provider for Gen Z and Millennials.
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