About this role.
This is a remote, full-time business travel support role serving travelers through chat, phone, and email. The consultant handles air, rail, hotel, and car bookings, triages urgent travel issues, and guides users on Navan’s self-service platform. The role requires at least five years of travel-consulting experience, including three years using a GDS such as Sabre, Amadeus, or Galileo. Fluency in English and Spanish is mandatory, along with strong contact-center communication and the ability to work rotating weekday shifts. The consultant also shares operational feedback with product, design, and engineering stakeholders.
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 first identify time-critical disruptions, such as same-day cancellations or missed connections, and immediately confirm the traveler’s location, constraints, and policy options. I communicate expected next steps, secure the best viable alternative, document the case, and then return to lower-urgency requests within SLA.
I use the GDS to compare availability and fares, build and price air segments, book hotels and cars, apply policy or fare rules, and issue or modify tickets where authorized. I verify passenger details, connection times, ticketing deadlines, and all final itinerary elements before confirming with the traveler.
I would explain the relevant policy clearly and respectfully, offer compliant alternatives, and identify whether an approved exception path is available. If escalation is needed, I would gather the business justification, route it to the appropriate approver, and keep the traveler updated.
I listen without interrupting, acknowledge the disruption and its impact, and use concise, calm language to clarify the facts. I then present practical options, state what I can do immediately, and provide proactive updates until the issue is resolved.
I use structured verification steps for traveler identity, dates, routes, supplier rules, and policy requirements before finalizing any action. I document decisions in the case record, rely on system notes and checklists, and summarize confirmations so travelers can quickly validate the itinerary.
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 Spanish – 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 Friday, 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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