Job Title

CX Associate - FluidAbout PickyourtrailPickyourtrail is the Indian millennial’s most loved leisure travel brand. Our mission is to make a positive impact on people by delivering meaningful & memorable experiences through travel. We take pride in having built India’s most loved Do-It-Yourself vacation builder platform. Over 100,000 travellers from 14 countries have picked their trail with us and have rated us exceptional across TrustPilot, Facebook and Google. In fact, Google in its travel survey had cited Pickyourtrail’s model of combination of expert-led advice and tech platform as the desired solution for the vacation industry. With an NPS score of 60+, We continue to focus on delivering exceptional value and experiences for the new age travellers breaking away from the traditional packaged tours model.Why work with PickyourtrailThe most obvious question is on the industry - The travel Industry has been the worst hit in the Pandemic. We strongly believe that with the vaccination percentages and overall understanding of the disease the worst is behind us. The next 12-24 months is a watershed moment in the travel industry and more so in the Leisure vertical. The huge pent up demand is real - look around and almost every 2nd person you come across wants to take a break. By joining any travel company, you are buying a shot at an accelerated career growth over the next few years!Pickyourtrail is one of the very few travel startups that have survived the pandemic. We have not only survived but also increased our product portfolio to now include - Domestic Staycations, Global markets (Dubai and USA) in addition to our India outbound market. Despite the tough circumstances surrounding the pandemic we have managed to maintain and in fact grow our glass door rating to 4.2 on 5.Pickyourtrail offers you 2 key benefits1. Clear strategy and Roadmap- Even the pandemic didn’t get us to pivot :) At Pickyourtrail, you are assured of an environment which is stable with respect to direction & goals. This gives you a stable base to experiment and drive towards the desired end state. We shy away from randomisations and strive towards a well drawn down quarter operating plan to ensure that all teams across Revenue - Design - Marketing - Engg - Operations - Product are aligned.2. High Impact Opportunity- We believe that travel is where online meetings were in feb 2020 - waiting to explode. There could be no better time to leverage your past experience to help the organization grow faster towards the desired outcomes.Pickyourtrail is looking to recruit a Customer Experience Associate for a new business category (TAM - $40B). When the pandemic created havoc across the travel industry, we put our heads down and built out a new business vertical from scratch. The product market fit has been established and we have 50 paying customers. We are at a point where we wish to scale this business ground upWe are seeking an experienced Operations Executives who can handle the full spectrum of corporate travel operations with expertise in complex ticketing and crisis management. This is a high-impact role requiring someone who can independently manage enterprise client needs, resolve urgent travel disruptions, and maintain service excellence under pressure. Key Responsibilities Manage end-to-end corporate travel operations including flight bookings, hotels,, and ground transportation Handle complex ticketing scenarios including multi-city itineraries, fare rules, penalty waivers, and airline policy exceptions Manage travel crises and disruptions including flight cancellations, delays, missed connections, and last-minute changes Respond to high-volume email inquiries (400-500 monthly) with speed, accuracy, and professionalism Work within corporate travel policies and approval workflows, managing client expectations and policy exceptions Coordinate with airlines, hotels, and service providers to resolve issues and secure best outcomes for travelers Maintain detailed documentation of bookings, communications, and issue resolutions Collaborate with team members to ensure seamless handoffs and 24/7 coverage for enterprise clients Required Experience & Qualifications 4-7 years of hands-on experience in corporate travel operations Prior experience at established travel companies (Yatra, FCM, Thomas Cook, Riya Travels, or similar corporate travel firms) Deep expertise in complex ticketing including fare rules, change fees, refund policies, and airline tariff structures Proven track record of managing travel crises and delivering solutions under tight timelines Strong GDS proficiency (Amadeus, Galileo, Sabre) with ability to handle complex PNR modifications Experience managing corporate clients with understanding of approval hierarchies and policy compliance Excellent written and verbal communication skills for professional client interactions Ability to work independently, prioritize multiple urgent requests, and maintain composure during high-pressure situations Desired Skills Experience with travel technology platforms and automated booking systems Understanding of hotel operations, ground transportation coordination, and travel insurance Familiarity with IATA regulations, airline agreements, and industry best practices Problem-solving mindset with ability to find creative solutions to complex travel challenges What We Offer Competitive compensation package Work with prestigious enterprise clients including Fortune 500 companies and high-growth startups Opportunity to work with cutting-edge AI-powered travel technology alongside traditional operations Collaborative team environment with experienced professionals including former Indigo operations leaders Exposure to diverse travel scenarios across domestic and international corporate travel Career growth opportunities as the company scales operations across India Location & Reporting Location:Chennai (Office-based) Reports to:Operations Lead, Fluid CX