Remote Customer Support (Weekend & Overnight Concierge) At Cranky Concierge

Location: Remote (Work From Anywhere)
Salary Range: $14–$16/hour

Are you passionate about helping travelers in need, even during the most inconvenient times? Cranky Concierge, a trusted travel assistance service, is looking for a Remote Customer Support Specialist (Weekend & Overnight Concierge) to join our team. If you’re someone who thrives on solving problems, enjoys working during off-peak hours, and has a deep interest in the travel industry, this role is for you.


About Cranky Concierge

Cranky Concierge is dedicated to providing stress-free travel solutions for clients across the globe. Our mission is simple: to offer expert air travel assistance, book seamless itineraries, monitor flights for disruptions, and intervene when unexpected issues arise. We pride ourselves on being the safety net for stranded or stressed travelers, ensuring they get to where they need to go, no matter the obstacles.


Shift Timings

We’re currently hiring for the following shifts:

  • Sunday: 7 PM to 3 AM Eastern Time
  • Monday: 7 PM to 3 AM Eastern Time

Bonus Availability: If you’re also able to cover Thursday shifts from 7 PM to 3 AM Eastern Time, it’s a big plus!

Additional opportunities to take on extra shifts may arise based on operational needs or to provide coverage for team members.


What You’ll Do: Key Responsibilities

As part of the concierge team, your primary responsibility is to assist travelers experiencing disruptions during times when the flight planning office is closed. This role involves:

  1. Travel Disruption Management
    • Respond promptly to urgent notifications, emails, and phone calls from stranded travelers.
    • Provide quick, accurate solutions for flight delays, cancellations, and missed connections.
    • Use tools like Sabre GDS (or similar systems) to find alternate flights and rebooking options.
  2. Customer Communication
    • Answer urgent calls and emails, even when the issue may not be as critical as it seems.
    • Prepare and send flight updates to clients to keep them informed.
    • Maintain a calm, empathetic, and professional demeanor, even when clients are stressed or upset.
  3. Administrative Support
    • Assist with tasks such as processing refunds, filing compensation claims, and handling post-travel needs.
    • Support travel planning by booking air travel, hotels, car rentals, and transfers when time permits.
  4. Operational Reliability
    • Be on call and available within 10 minutes of any alert notification.
    • Manage tasks independently while knowing when to seek assistance from teammates if necessary.

Qualifications and Skills

To excel in this role, candidates should have:

  • Travel Industry Knowledge:
    • Strong understanding of airline networks and the ability to find alternate travel options quickly.
    • Experience with Sabre GDS or other Global Distribution Systems (preferred but not required).
  • Reliability and Speed:
    • Exceptional attention to detail with a sense of urgency for time-sensitive issues.
    • Ability to remain available and responsive during designated shifts.
  • Soft Skills:
    • Excellent communication and interpersonal skills to de-escalate stressful situations.
    • Strong problem-solving skills and common sense to guide clients in making informed decisions.
    • Willingness to admit when you need help and reach out for support.
  • Technical Requirements:
    • A comfortable remote workspace with reliable internet and a smartphone (Android or iPhone).
    • Experience working with both Windows and macOS is acceptable.
    • A quiet environment for professional phone and email communication.

Job Requirements

  • Eligibility: Must be legally authorized to work in the United States. Preference will be given to applicants from California, Colorado, Georgia, Idaho, Nevada, New York, North Carolina, South Carolina, Tennessee, Texas, and Florida.
  • Background Check: Candidates must pass a background check as the role involves handling sensitive client data.
  • Flexibility: Comfortable working overnight shifts and weekends.

What We’re Looking For in a Candidate

If you meet these qualifications and share our passion for delivering top-notch customer service, we encourage you to apply:

  1. You thrive in high-pressure situations and can maintain a calm, professional demeanor under stress.
  2. You’re comfortable working alone but know when to seek help from team members.
  3. You love the travel industry and have a personal interest in understanding airline routes, networks, and operations.
  4. You possess excellent time management skills and can adapt quickly to changing situations.

Bonus Points: If you include your favorite airline in your application, it shows us that you’ve read through the entire job description and share our enthusiasm for travel.


Compensation and Benefits

  • Pay: $14–$16 per hour (depending on experience).
  • Flexibility: Work remotely from anywhere in the world as long as you can adhere to Eastern Time schedules.
  • Opportunities for Growth: Gain valuable experience in the travel industry while working with a team of experts.

Why Work with Cranky Concierge?

At Cranky Concierge, you’ll have the unique opportunity to make a real impact on travelers’ experiences. Whether you’re helping someone rebook a flight after a cancellation or offering reassurance during a stressful situation, you’ll be the reason they arrive at their destination feeling cared for and supported.

We’re a company that values:

  • Collaboration and teamwork.
  • Attention to detail and accuracy.
  • Empathy and professionalism in every interaction.

How to Apply

Ready to help travelers navigate the unexpected? Submit your application today!

Make sure to include your CV, a short cover letter, and mention your favorite airline to show us you’ve read the full job description. If your application stands out, we’ll send you a link to complete an additional assessment.

Apply Here

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