Job Description
Provide end-to-end support on a global luxury travel agency program with 350+ hotels and 15,000+ travel advisors
Act as a first point of escalation for hotels, advisors, sales teams, and internal support teams
Monitor feedback from global users (travel advisors, hotel partners), document required fixes, and update the project backlog
Customer Support & Issue Resolution
Troubleshoot and resolve issues related to:
Logging in
Rate discrepancies
Incorrect or missing benefits
Privé program rules and compliance
Log, track, escalate, and close compliance issues
Respond to customer inquiries via email and maintain professional communication standards
Project Support & Reporting
Prepare project communications, announcements, and updates
Capture/distribute meeting minutes, follow up on action items
Create and maintain project schedules for small/lower complexity projects
Track task completion and ensure deadlines are met
Perform data analysis and prepare charts/graphs for presentations
Content & Website Updates
Support and maintain Hyatt Privé website & internal intranet pages
Publish/update content in the CMS (AEM)
Proofread and edit content, including submissions from global users where English may be a second language
Gather content from hotels and advisors and ensure accuracy and brand alignment
Cross-functional Collaboration
Work with global teams, sales teams, hotels, travel advisors, and external vendors
Coordinate with Marketing and vendors to support marketing collateral creation
Build strong working relationships across all relevant departments
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
3–4 years of Professional Experience
Excellent written and verbal communication skills — must be able to communicate professionally across global stakeholders
Strong analytical skills and ability to troubleshoot issues with high attention to detail
Experience providing customer support (email + phone) in a corporate environment
Ability to work independently, manage time, prioritize tasks, and meet tight deadlines
Comfortable reacting quickly to project changes and working in a fast-paced environment
Ability to work with global customers and colleagues across time zones
Strong relationship-building and cross-functional collaboration skills
Experience gathering requirements, documenting risks/issues, and building status reports
Experience with website/content updates using CMS tools (AEM or similar)
Ability to learn program rules, policies, and benefits deeply to serve as escalation point
Nice to Have Skills & Experience
Experience supporting B2B travel programs, loyalty programs, or hospitality commercial teams
Previous project coordination experience is a plus
Experience with Asana or other PM tools (Jira, Smartsheet, Trello, MS Project)
Experience proofing content, handling non-native English submissions, and managing global communications
Ability to support content publishing and web updates through Adobe Experience Manager (AEM)
CSR or communications background helpful
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.