Travel Assistance & Concierge Coordinator

battleface

8d•Remote

About The Position

battleface is building a humanity-focused travel insurance company to bring people and the world together. For too long, travel insurance has centered on the company and not the traveler. We’re changing that by connecting people with customized coverage and real-world support exactly when and where they need it. Our global assistance platform, Robin Assist, powers 24/7 travel, medical, security, claims, and concierge services for travelers around the world. From emergency disruptions to VIP travel coordination, we help travelers navigate every stage of their journey with confidence. We’re looking for experienced Travel Assistance & Concierge Coordinators to support our growing global operations team. This role combines travel assistance, concierge support, and customer care. Coordinators assist travelers with trip planning, new travel bookings, itinerary modifications, travel disruptions, and personalized concierge requests while delivering a high-touch customer experience. This is not a traditional travel agency role. Our coordinators support travelers during stressful and time-sensitive situations including flight cancellations, missed connections, weather disruptions, medical events, and complex international travel logistics. The ideal candidate has experience in travel operations, reservations, customer support, hospitality, or concierge services and understands how to deliver calm, efficient, and solution-oriented support. This is a fully remote role supporting a 24/7 operation, including evenings, weekends, and holidays on a rotating schedule.

Requirements

Previous experience in travel, hospitality, concierge, airline, reservations, tourism, or customer support environments
Strong understanding of travel booking processes and international travel logistics
Experience handling itinerary changes, disruptions, and customer escalations
Excellent communication and customer service skills
Ability to remain calm and organized under pressure
Strong multitasking and problem-solving abilities
Comfortable working in a fast-paced 24/7 operational environment
High attention to detail and organizational skills
Professional and empathetic communication style
Fluent English required

Nice To Haves

Italian language skills strongly preferred
Additional languages are a plus
Experience with travel booking platforms, reservation systems, or global distribution systems is preferred
Experience in travel assistance, insurance assistance, or emergency coordination is a plus

Responsibilities

Assist travelers with hotel, flight, rail, transportation, and other travel-related bookings
Support customers with itinerary changes, cancellations, rebooking, and travel disruptions
Coordinate concierge requests including restaurant reservations, tours, transfers, and destination-related services
Communicate with hotels, airlines, transportation providers, and travel suppliers worldwide
Provide real-time support to travelers during urgent or unexpected situations
Assist customers with existing travel reservations and post-booking support
Deliver exceptional customer service through phone, email, chat, and internal case management systems
Maintain accurate documentation and case notes within internal platforms
Coordinate with medical, claims, and assistance teams when cases involve emergencies or insurance-related support
Escalate complex operational or customer issues appropriately
Manage multiple active cases while maintaining attention to detail and service quality
Support partner-branded assistance and concierge programs globally