• 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
• As a Software Engineer on the CX Platform team, you will design, build, and evolve the core systems behind Hopper’s post-booking experience
• Your work will directly impact customers, internal support agents, and the continued expansion of HTS Assist across AI-driven voice and chat
• You’ll collaborate closely with Product, Design, AI, Data, and Operations partners to deliver intelligent, scalable customer service systems, including conversational AI workflows, self-service customer journeys, internal tools used by thousands of agents, and infrastructure that enables partner-specific experiences
• You’ll report to a Senior Engineering Manager and work alongside engineers focused on platform services, integrations, AI orchestration, and self-service UX
• Design, build, and improve the backend and/or full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows
• Develop scalable APIs, microservices, and orchestration logic that support complex post-booking journeys across AI, chat, voice, and web
• Partner with product, design, AI, and operations teams to deliver features that streamline customer experiences and enhance agent efficiency
• Integrate with external systems, such as telephony, CRM, identity, or booking platforms, to support both internal use cases and partner deployments
• Own features end-to-end, from technical design through implementation, testing, deployment, monitoring, and iteration
• Contribute to architectural decisions, code reviews, reliability improvements, and ongoing enhancements to engineering best practices
• Analyze system performance and user behavior to identify opportunities for automation, optimization, and cost reduction

Benefits

• Competitive salary: We compete with top-tier tech companies for world-class talent, and we win much more frequently than we lose
• Unlimited time off: We’re a travel company. We actually mean it. Unlimited time off and an annual winter shut-down, we work hard, but we know how important it is to relax
• App Perks: Unlimited free VIP Support with every purchase on Hopper and an annual $200 USD Carrot Cash voucher to kick start your travel fund.
• Fully-remote workplace: Hopper made the decision early on in 2020 to fully embrace remote work. Since then, we have ditched our full-time offices and hired hundreds of people across every US state, Canadian province and dozens of countries around the world. We’re never going back to the old way of working.
• Coworking spaces on demand: For those who do value having a workspace out of the home, we offer optional access to coworking spaces. In some cities - Boston, London, Montreal, Paris and Toronto - we even have dedicated coworking spaces just for Hopper.
• Pre-IPO equity: Hopper gives employees the choice between stock options and restricted stock units as part of their total compensation package. When choosing stock options, employees don’t have to worry about short exercise periods if they later choose to move on. Instead we offer up to four years to exercise options after employment, depending on length of tenure.
• Evergreen equity program: We want to retain our highly valued employees. So when an employee is more than 50% of the way to vesting all of their options or RSUs, we refresh their grant. It’s as simple as that.
• Healthcare coverage: 100% healthcare cost coverage in the United States and Canada for our employees, with competitive offerings in other countries.
• Parental leave: We encourage our team members to take the time they need to transition to parenthood. In the United States and Canada, we offer top-up payments to 100% of salary for 12-18 week for primary parents and 6-10 weeks for secondary parents. In other countries, we complement national policies on parental leave with similar top-up components.
• Work from Anywhere: Our culture says to “work from anywhere,” and we mean it. Our legal team has created a program to provide visa sponsorship and immigration assistance to both new employees and existing employees who (voluntarily) wish to relocate to any of the countries we can support (eleven and counting).
• Internal career mobility program: We put a lot of effort into recruiting the best people. We also want to retain the best people. To facilitate internal career development, we created a program that lets any employee in good standing who has worked at Hopper for at least 6-12 months apply to any job opening at the company to be considered for both promotions and lateral transfers.
• A culture of performance: Adequate performance at Hopper receives a generous severance package. Inspired by Netflix, we employ the “keeper test” at scheduled intervals to ask leaders to re-assess their team members’ competencies, contributions and answer the simple question: “would you hire this person again?”. The upside of this is that we have built a dream team of top performers who also make great teammates.
• Light internal meeting culture: Not only do we not like meetings; we actively discourage them. We ask that no one starts their week with more than 25% of their calendar booked internally and have created a guide full of tips to help people avoid meeting overload.
• Severance program: Sometimes things don’t work out. Hopper offers a market-leading severance program that grants every ex-employee some severance - up to 7 months depending on length of tenure - to help mitigate the financial impact of the unexpected.- Comfort with data storage and cloud infrastructure at a senior level — you know how to make the right tradeoffs without needing to be told
• Strong command of both modern frontend and backend development, with the ability to contribute meaningfully across the full stack
• Hands-on experience designing and maintaining RESTful APIs, microservices, or event-driven systems
• A product engineer mindset: you think about the user experience, ask why before how, and take ownership of outcomes, not just outputs
• Strong communication skills and a track record of effective cross-functional collaboration with distributed teams
• 6+ years of software engineering experience building large-scale distributed systems or customer-facing applications
• Experience with conversational AI, LLM orchestration, or automation systems
• Experience building customer service, CRM, telephony, contact center, or workflow automation tools
• Familiarity with Scala/Python, React, TypeScript, or modern frontend frameworks for engineers who want to contribute full-stack
• Experience integrating with external systems (e.g., telephony APIs, identity providers, payment gateways, CRMs)
• Knowledge of travel industry technologies (PSS/GDS, hotel PMS/CRS) is a plus, though not required