Air Support Specialist; Temp

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At HX our purpose is to awaken people to the beauty and fragility of the planet, with adventure that reignites a sense of wonder. We take curious travellers to incredible destinations, sustainably and in true expedition‑style. We bring them off the beaten track, to special destinations across the Arctic, Antarctic, Galapagos, British Isles, Alaska, Northern Norway, and Central / South America.

As one of the core teams at HX, the Air Product Team owns a critical part of the guest experience, enabling us to help our guests reach destinations around the world. The Air Support Specialist is responsible for supporting our front‑line sales team members, who will be booking flights via Amadeus, as well as assisting other Air Team members with booking changes, ticketing, and flight operations tasks (e.g., manifests, seating).

This role will primarily be oriented toward supporting the US market, and work hours will be aligned with the US West Coast (PST) time zone. This is a temporary role with a fixed term of 6 months.

Please send us your CV as soon as possible, as interviews are conducted continuously, and the position may be filled before the Final date to receive applications.

• Be a subject matter expert in all Air‑related systems, reports, and procedures including GDS (Amadeus), booking systems, payments (IATA BSP/ARC experience beneficial).
• Issue/refund tickets, manage ADMs/ACMs, apply NEGO/CORP fares and multiple tour codes.
• Resolve complex cases incl. involuntary changes, fare audits, and group bookings.
• Proactively coach and train front‑line sales team on flights booking systems to ensure our team can effectively complete customer bookings and understand the design of our air products and our unique value proposition (vs competitors) in these products.
• Complete complex booking changes/updates that cannot be completed by front‑line sales team.
• Support projects related to air operations and services, as needed.
• Support with ARC‑related activities (DSS review, checking void deadlines, queue and ticketing accuracy checks, processing refunds and exchanges, etc.).
• In case of emergency situation, take part on the on call out of hours emergency phone rotation basis to ensure that the fleet is supported 24/7.

• Minimum 3‑years’ experience in a similar role in the travel industry.

• Fluent English; other languages (German, French) beneficial.
• Comfortable learning new software and systems.
• Clear and effective communication with internal and external stakeholders.
• Ability to manage tasks and responsibilities in an ever‑changing environment.
• Experience working in a multi‑national organisation with a global guest mix.
• Ability to multitask and prioritize work independently, with ability to follow specified working schedule and tasks.
• Strategic mindset, but comfortable drilling down into details and data.
• Structured and analytical approach to problem‑solving and decision‑making.
• Highly collaborative and a dedicated team player, with ability to collaborate across functions to deliver on business goals.
• Clear and effective communication.
• Effective and inspirational leadership and collaboration.

• Approach work with an emphasis on attention to detail and accuracy to minimize mistakes.
• Effective & confident communication skills.
• Analytical Thinking.
• Problem Solving Skills.
• Organizational Skills.
• Adaptable and flexible in a changing work environment.
• Relationship building & influencing skills.
• Resilience when working under pressure.

• Be a role model for HX Spirit.
• Meet Service Level Agreements.
• Quality of Service & Reporting.
• KPIs according to Team utilization, Employee satisfaction.
• Flight Service Implementation & improvement.

Salary for this is a non‑exempt position $24 to $29 per hour USD/CAD. HX expedition provides an excellent benefits package which includes competitive compensation, employer paid Medical, Vision, Dental, EAP, Retirement with 4% match, 11…