About this role.
Navan is seeking an experienced French- and English-speaking Business Travel Consultant to provide frontline support for travelers. The role manages urgent hotel, flight, car, and rail booking needs through chat, phone, and email while meeting service-level expectations. It requires at least five years of travel-consulting experience and three years of GDS experience with Sabre, Amadeus, or Galileo. The consultant will work rotating shifts and independently resolve customer issues while following client policies and providing operational feedback to internal teams.
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
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Sample interview questions
I would first confirm the traveler’s immediate constraints, such as destination, required arrival time, visa needs, preferred airline, and policy limits. I would then use the GDS to identify compliant alternatives, clearly present the best options and trade-offs, complete the rebooking, and document the case and any follow-up actions.
I have used GDS tools to search and book air, hotel, rail, and car inventory, modify existing itineraries, manage exchanges and cancellations, and verify fare rules. For complex bookings, I validate availability, policy compliance, connection times, ticketing deadlines, and traveler preferences before confirming the itinerary.
I assess urgency based on immediate travel impact, deadlines, and potential disruption. I acknowledge each request promptly, prioritize travelers currently in transit or facing imminent departures, communicate expected response times, and use concise documentation so that no case is lost during handoffs.
I would first determine whether self-service is appropriate for the request and explain the benefit in a supportive way. I would walk the traveler through the relevant steps in the platform or app, remain available if they encounter an issue, and take over when the situation is urgent or too complex.
I would identify recurring traveler friction, such as a booking flow that causes repeated policy errors, and provide specific examples, frequency, customer impact, and suggested improvements. Clear case data and concise reproduction steps help internal teams prioritize and resolve the issue effectively.
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.
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 and French – Mandatory fluency in both languages
- 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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