Job Description
Senior Software Engineer - Customer Experience Platform
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About the Team
The Customer Experience (CX) Product team owns the entire post‑booking journey, from the moment a trip is booked through changes, disruptions, refunds, and customer support interactions. We build and operate the systems that enable fast, high-quality support at scale, including:
- Customer self‑serve experiences within the Hopper app and partner‑integrated flows
- Internal agent platforms that enable efficient, high‑quality human resolution
- HTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution for global travel partners
Together, these platforms support millions of travelers across chat, voice, web, and third‑party channels, powering seamless post‑booking experiences worldwide.