Business Analyst

14 hours ago


Montréal, Canada Plusgrade Full time

**About Us**:
Plusgrade is the Ancillary Revenue Powerhouse responsible for many of the world’s leading travel brands’ upgrade and ancillary revenue programs. Backed by prominent growth private equity firms including Novacap and CDPQ, over 80 companies like Air Canada, Lufthansa, Hawaiian Airlines, Singapore Airlines, Spirit Airlines, Cathay Pacific, Royal Caribbean, and Amtrak trust Plusgrade’s Platform to turn perishable inventory into revenue through upgrade and seating programs, generating billions of dollars in revenue opportunity and creating more loyal customers. For many of our partners, the revenue generated through our suite of products is key to how they’ve weathered the COVID storm-and came out stronger than before.

Plusgrade is an award winning company, recognized with the prestigious Deloitte Technology Leadership award as the global leader in travel technology, and has been continuously honored as one of North America’s fastest growing technology companies with the Deloitte Technology Fast 50, Fast 500, and most recently won the Enterprise Fast 15 award.

**What we do**:
Ever been upgraded on flight? (Best feeling ever, am I right?) Well, you’ve likely experienced our products.

Plusgrade’s Ancillary Revenue Platform is the only digital-first ancillary merchandising engine that gives travelers the ability to upgrade their experience in multiple ways (bidding, instant purchase, blocked seats to name a few) within the booking to departure window. We help airlines, cruise lines and passenger rail companies generate ancillary revenue through incredible customer experiences.

We’re leading a high-growth category. We outpaced our pre-pandemic revenue targets (and the recovery rate of the travel industry), despite living through the greatest disruption in travel’s history. Today, we’ve generated more than $6 billion in new revenue opportunities. We intend to grow much, much more. And into many more verticals with more products.

Smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas — not ego. We’ve built a genuinely diverse team of winners, where we make sure anyone and everyone feels that they belong, but most importantly, we share the same values of customer obsession, togetherness and winning.

**The position**:
The Global Care Team (our name for Customer Care) forms a critical component of our Operations team and our customer experience ecosystem. We are seeking an ambitious individual to join our growing team and help with the daily operation of supporting our global customer base. Reporting to the Team Lead: Global Care, the Business Analyst will be responsible for front line support of our partner base, as well as monitoring the health of our platform. As a Business Analyst you will work closely with our Partner Success, Product, and Engineering teams to identify root causes and triage/resolve issues as applicable.

We firmly believe there are many challenging opportunities in travel technology, if you are excited about helping us solve some of them, we would like to meet you

**What you’ll do day-to-day**:
Work alongside your team to support the customer and meet our service level agreement obligations
Provide exceptional service to our global partners from Saturday to Wednesday
Manage customer relationships for post-sales delivery requests and major issues
Establish and develop an internal and external knowledge base through documentation and learning sessions
Triage and identify the root cause of issues - provide assistance and collaborate with relevant teams to resolve issues.
Monitor the health of our platform and assist with efforts to develop automated workflows

**About you**:
Strong integrity and ownership skills and a desire to learn
Ability to work well within a team environment and meet deadlines
Ability to grasp new concepts quickly and efficiently
Strong time management and personal organization skills to handle multiple assignments
Excellent spoken and written communication skills in English, other languages are an asset

**It would be nice if you had**:
Experience in supporting partners/customer over multiple time zones
Experience in working with a Service Desk
Airline industry knowledge or are familiarity with travel technology

Why should you join us?

There seems to be many “rocketships” to join these days. If you are the type of person that will excel in a high-growth environment, you already know about the thrill of this journey. So, here are the other reasons you may not know:
We’re a team of 120 people (and by the time you’re reading this, that # is probably already outdated), with offices in Singapore, New York and Montreal. You will have the opportunity to profoundly impact where the company goes in the coming years. You can work from anywhere in the world for up to 90 calendar days per year, and take unlimited vacation.

You’re helping connect people. Your work w


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