Operations Support Specialist II Customer Service

American Express Global Business Travel

About The Position

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. This role is for CWT Defense & Government within CWT, a member of the American Express Global Business Travel family of companies. The Operations Support Specialist II serves as the primary point of contact for customers, proactively receiving, researching, analyzing, and resolving service‑related and operational issues while ensuring timely follow‑up and resolution. The specialist communicates findings, resolutions, and next steps clearly and concisely, investigates errors or service breakdowns, identifies root causes, and educates on corrective actions. They manage customer concerns professionally, accurately log and document all customer interactions using designated tools, and collaborate closely with cross‑functional teams. The role also involves planning and scheduling daily work activities to meet productivity targets, maintaining compliance with timekeeping requirements, providing backup support to other team members, and assisting with department initiatives and special projects.

Requirements

Experience working as a travel consultant required
3+ years of travel industry experience
Military and/or government travel experience required
SABRE proficiency required
Fluent in English (written and spoken)
Careful with a strong focus on accuracy and quality
Strong problem‑solving and analytical skills
Self‑starter with ability to work independently and manage time effectively
Basic proficiency in Microsoft Office
High school diploma or equivalent required

Nice To Haves

5+ years of travel industry experience
Travel school certification or degree

Responsibilities

Serve as the primary point of contact for customers, proactively receiving, researching, analyzing, and resolving service‑related and operational issues while ensuring timely follow‑up and resolution.
Communicate findings, resolutions, and next steps clearly and concisely—both verbally and in writing—with travelers, internal collaborators, frontline agents, and external vendors.
Investigate errors or service breakdowns, identify root causes, and educate travelers, management, and frontline teams on corrective actions to prevent recurrence.
Manage service customer concerns calmly and professionally, balancing client expectations with company policies while maintaining a high standard of customer care.
Accurately log, update, and document all customer interactions, issue details, and resolutions using designated data‑driven tracking and case management tools.
Collaborate closely with cross‑functional teams to ensure smooth workflows, shared accountability, and timely issue resolution across the department.
Plan and schedule daily work activities effectively to meet or exceed individual productivity targets and departmental performance goals.
Maintain compliance with timekeeping requirements by submitting complete, accurate, and timely timesheets in accordance with company policies.
Provide backup support to other team members as assigned, ensuring continuity of service during absences, high‑volume periods, or staffing gaps.
Assist with department initiatives and special projects, including system clean‑ups, program start‑ups, implementations, and close‑out activities, as needed.

Benefits

Flexible benefits tailored to each country
Health and welfare insurance plans
Retirement programs
Parental leave
Adoption assistance
Wellbeing resources to support you and your immediate family
Travel perks: a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals
Access to over 20,000 courses on our learning platform
Leadership courses
New job openings available to internal candidates first
Global INclusion Groups