Because Every Great Journey Deserves Great Support
Permanent Full-Time | Byron Bay Head Office
At Happy Travels, we're passionate about helping people achieve their travel dreams through unforgettable adventures and exceptional service.
As our business continues to grow, we're looking for a proactive and customer-focused Support Specialist to join our Customer Support & Customer Experience team.
This is a critical role within the business, supporting customers after the booking stage and helping resolve enquiries, booking amendments, travel disruptions, and customer concerns. You'll work closely with our sales teams, suppliers, and operational stakeholders to ensure customers receive the support they need while helping us continuously improve the customer experience.
About the Role
As a Support Specialist, you'll be responsible for managing customer enquiries, complaints, booking changes, and post-sale support across both our online and retail travel channels.
You'll investigate issues, coordinate solutions, liaise with suppliers, and ensure customer concerns are resolved professionally and efficiently. You'll also play an important role in identifying recurring issues and helping improve processes across the business.
No two days are the same, making this an ideal opportunity for someone who enjoys problem solving, customer advocacy, and working in a fast-paced environment.
What You'll Be Doing
- Managing customer enquiries, concerns, and support requests
- Investigating and resolving customer complaints and booking issues
- Processing booking amendments, cancellations, and itinerary changes
- Liaising with suppliers to coordinate solutions and customer outcomes
- Supporting customers impacted by travel disruptions or supplier changes
- Maintaining accurate customer records and case notes
- Identifying recurring customer issues and improvement opportunities
- Working collaboratively with consultants, leaders, and operational teams to deliver exceptional customer experiences
About You
You'll be someone who genuinely enjoys helping people and finding solutions.
You will bring:
- Previous experience in customer service, customer support, complaints resolution, or travel operations
- Strong written and verbal communication skills
- Excellent problem-solving and investigative abilities
- High attention to detail and organisational skills
- The ability to remain calm and professional when managing challenging situations
- Strong stakeholder management and relationship-building skills
- Experience using CRM or customer management systems
Experience within the travel, tourism, hospitality, or service industry will be highly regarded but is not essential.
Why Join Happy Travels?
- Permanent full-time opportunity
- Join a growing and supportive team environment
- Work within a business passionate about travel and customer experience
- Opportunity to contribute to continuous improvement initiatives
- Career development and progression opportunities
- Byron Bay Head Office location
If you're passionate about customer experience, problem solving, and delivering outstanding service, we'd love to hear from you.
If you're passionate about helping customers, solving problems, and delivering exceptional service, we'd love to hear from you. Apply today.
Pay: From $60,000.00 per year
Benefits:
Ability to commute/relocate:
- Byron Bay NSW 2481: Reliably commute or planning to relocate before starting work (Preferred)
Work Authorisation:
Location:
- Byron Bay NSW 2481 (Preferred)
Work Location: In person
