About this role.
Navan is hiring an English-speaking Business Travel Consultant to provide out-of-hours support for travelers from Portugal. The role handles urgent hotel, flight, car, and rail bookings through chat, calls, and email while meeting service-level expectations and customer policies. Candidates need at least five years of travel-consulting experience and three years of hands-on GDS experience with Sabre, Amadeus, or Galileo. Success requires strong English communication, empathy, independent problem-solving, and availability for rotating shifts supporting US hours.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first confirm the traveler’s urgency, destination, policy constraints, and acceptable alternatives. I would immediately search the GDS for rerouting options, including nearby airports or approved carriers, clearly explain the best choices, secure the selected itinerary, and document the case and any exceptions.
I have used GDS workflows to compare availability, apply fare and policy rules, issue or modify reservations, manage exchanges, and coordinate ancillary travel components. I focus on accuracy, documentation, and checking traveler preferences before finalizing a booking.
I triage requests by immediate traveler impact, departure time, safety risk, and SLA requirements. Active disruptions such as cancellations or stranded travelers take priority, while I acknowledge lower-urgency contacts promptly and set clear expectations for follow-up.
I would explain the applicable policy in a professional and empathetic way, offer compliant alternatives, and check whether an approved exception process is available. If escalation is needed, I would collect the required details, involve the proper stakeholder, and keep the traveler updated.
I rely on structured case notes, current supplier and policy knowledge, and disciplined handoffs so that every traveler receives consistent support. I also manage my workload carefully, use internal resources when needed, and maintain a calm, concise communication style during high-pressure situations.
Join Navan in Powering In-Person Connections with Relentless Innovation
At Navan, our mission is to make travel seamless and empowering, so travelers can focus on being there, not getting there. Our Travel Experience team is at the heart of this mission!
As a key member of our fast-growing Travel Experience team, you’ll support our users’ travel needs directly. You’ll take ownership of customer satisfaction by resolving issues, communicating effectively, and collaborating with internal teams to clear any obstacles for travelers — all while delivering an exceptional customer experience. As our frontline, you’ll provide valuable feedback to our product, design, and engineering teams to enhance our customer-facing and internal platforms. This exciting role allows you to impact daily operations, traveler experiences, and product development directly.
NOTE: Candidates must reside in Portugal for consideration, or willing to relocate. Please submit all applications in English. The working hours will be between 12pm-2am covering US hours.
What You’ll Do:
- Provide top-tier travel support via chat, calls, and emails
- Maintain up-to-date knowledge on suppliers, destinations, and systems
- Quickly assess customer needs, urgency, and preferences
- Accurately handle hotel, flight, car, and rail bookings
- Guide customers in self-service options on the Navan platform and app
- Respond promptly, meeting SLA expectations
- Follow company and customer policies, ensuring global compliance
- Give feedback to stakeholders on goal progress and key processes
- Participate in team meetings on products, suppliers, and industry updates
- Stay current on travel industry best practices
- Maintain attendance, complete assigned training, and meet performance metrics
What We’re Looking For:
- Experience: 5+ years as a Travel Consultant covering air, rail, and hotel bookings; 3+ years with GDS (Sabre, Amadeus, or Galileo) – Both mandatory
- Language: Fluency in English – both written and verbal
- Customer Service: Background in contact center or customer-facing roles
- Tech Skills: Comfortable using tools like Gmail, Zendesk, Slack, and Salesforce
- Availability: Flexible to work rotating shifts, Monday to Sunday, between 7 AM and 11 PM
- Skills: Ability to multitask, resolve urgent matters quickly, and work independently to troubleshoot issues
- Attitude: Empathetic, professional, and excellent at communicating verbally and in writing
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.
Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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