Travel Assistance & Concierge Coordinator

Department: Worldwide Assistance

Employment Type: Full-Time

Location: Remote

about us: battleface is building a humanity-focused travel insurance company to bring people and the world together. For too long, travel insurance has centered on the company and not the traveler. We’re changing that by connecting people with customized coverage and real-world support exactly when and where they need it.

Our global assistance platform, Robin Assist, powers 24/7 travel, medical, security, claims, and concierge services for travelers around the world. From emergency disruptions to VIP travel coordination, we help travelers navigate every stage of their journey with confidence.

about the role

We’re looking for experienced Travel Assistance & Concierge Coordinators to support our growing global operations team. This role combines travel assistance, concierge support, and customer care. Coordinators assist travelers with trip planning, new travel bookings, itinerary modifications, travel disruptions, and personalized concierge requests while delivering a high-touch customer experience.

This is not a traditional travel agency role. Our coordinators support travelers during stressful and time-sensitive situations including flight cancellations, missed connections, weather disruptions, medical events, and complex international travel logistics.

The ideal candidate has experience in travel operations, reservations, customer support, hospitality, or concierge services and understands how to deliver calm, efficient, and solution-oriented support.

This is a fully remote role supporting a 24/7 operation, including evenings, weekends, and holidays on a rotating schedule.

what you’ll do

• Assist travelers with hotel, flight, rail, transportation, and other travel-related bookings
• Support customers with itinerary changes, cancellations, rebooking, and travel disruptions
• Coordinate concierge requests including restaurant reservations, tours, transfers, and destination-related services
• Communicate with hotels, airlines, transportation providers, and travel suppliers worldwide
• Provide real-time support to travelers during urgent or unexpected situations
• Assist customers with existing travel reservations and post-booking support
• Deliver exceptional customer service through phone, email, chat, and internal case management systems
• Maintain accurate documentation and case notes within internal platforms
• Coordinate with medical, claims, and assistance teams when cases involve emergencies or insurance-related support
• Escalate complex operational or customer issues appropriately
• Manage multiple active cases while maintaining attention to detail and service quality
• Support partner-branded assistance and concierge programs globally
  

what we’re looking for

• Previous experience in travel, hospitality, concierge, airline, reservations, tourism, or customer support environments
• Strong understanding of travel booking processes and international travel logistics
• Experience handling itinerary changes, disruptions, and customer escalations
• Excellent communication and customer service skills
• Ability to remain calm and organized under pressure
• Strong multitasking and problem-solving abilities
• Comfortable working in a fast-paced 24/7 operational environment
• High attention to detail and organizational skills
• Professional and empathetic communication style
• Fluent English required
• Italian language skills strongly preferred
• Additional languages are a plus
• Experience with travel booking platforms, reservation systems, or global distribution systems is preferred
• Experience in travel assistance, insurance assistance, or emergency coordination is a plus

what success looks like

• Travelers receive fast, accurate, and empathetic support
• Travel disruptions are resolved efficiently and professionally
• Concierge requests are handled with care and attention to detail
• Communication with travelers and suppliers remains proactive and solution-focused
• Cases are documented accurately and managed efficiently
• Customers feel supported throughout their entire travel experience

why join robin assist

• Fully remote global team
• Opportunity to help travelers in real-world situations every day
• Fast-growing international travel and assistance company
• Collaborative and supportive culture
• Exposure to global travel operations and concierge services
• Career growth opportunities across travel, operations, and assistance services
• Work with travelers, partners, and suppliers around the world