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Customer Experience Representative

Customer Experience | Cambridge, MA | Full Time

Job Description

About Freebird 

We are a fun, passionate team tackling a $60B pain point in travel. Freebird’s founding principle is simple: GETTING THERE MATTERS. Whatever the reason for travel, it’s critical travelers reach their destination. Unfortunately, flight disruptions can wreak havoc on travel plans. We employ cutting-edge data science, machine-learning, deep domain expertise, and great mobile product design to delight our customers. 

We’ve got a working product with real customers and big partners, and we’ve raised $8.5M from top-tier investors including General Catalyst and Accomplice. We are growing the team -- we need thought partners and smart leaders to help us improve travel for everyone. Won't you join us?

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The Role

Freebird’s Customer Experience Team is expanding! We’re looking for a Customer  Experience Rep to join us and help every Traveler have a positive and efficient rebooking experience. You’ll serve as a point of contact supporting Freebird’s platform for travelers, partners, and internal teams, while playing a pivotal role in enhancing Freebird’s hospitality. We’re excited for you to be on the front-lines, helping travelers get to where where they’re going, by responding to inbound inquiries, proactively contacting travelers when trouble is on the horizon, and everything in between. We hope that you’ll take an active interest in identifying patterns among travelers, partners, and the like.

Customer Support can be tough, especially when the person you’re speaking with is upset. Freebird aims to fix this by providing an automated rebooking service that lets travelers use our self-service solution to book a new plane ticket when their flights are cancelled. However, sometimes our travelers have questions or need additional help. This is where you come in to save the day! Join Freebird’s Customer Experience Team to help travelers reach their business meeting, wedding, vacation, cruise, or just home after a long week on the road.   


Job Responsibilities

  • Provide Tier 1 Customer Support for all Freebird Travelers

  • Utilize Zendesk ticketing platform to troubleshoot and solve customer inquiries

  • Be the Customer Support Rep you wish every company could provide-- reliable, empathetic, attentive, and communicative

  • Provide exceptional customer service while troubleshooting, resolving, and escalating issues to Tier 2 support as necessary

  • Collaborate with our Head of Customer Experience to identify and implement solutions that improve the Freebird traveler and partner experience

  • Accurately document requests and traveler experiences while adhering to Support protocols

  • Maintain an up-to-date and comprehensive knowledge of the Freebird product

  • Participate in the support team on-call rotation on nights and weekends to provide support outside of business hours support

  • Interest in participating in support adjacent projects like social media, QA, or operations


Sound like you?

  • 1-3 years experience in customer service, food service, tech support, hospitality, or another role that honed great people skills

  • Strong written and verbal communication skills

  • You’re flexible and quickly adapt to new situations and scenarios

  • You’re unshakeable and enjoy working under pressure

  • Radiate hospitality at all times: show a positive attitude, confidence, be team-oriented, and have a sense of humor

  • Bachelor’s Degree or equivalent work experience


Bonus Points

  • Desire to know everything about everything all of the time

  • Love solving problems and helping people walk away happy

  • Knowledge and interest in air travel

  • Experience working in a startup environment

  • Extensive appreciation for tasty food, travel, trying new things, interest in joining our slack channel #animals, and/or banter


Interested? Send us your resume and a note letting us know why you'd like to join our team!