The Position

At point.me, we’re on a mission to increase the spending power for millions of people by turning loyalty points into powerful currency. To achieve this vision,  we’re looking to grow our Concierge team to ensure a seamless, high-quality experience for our customers. 

The concierge team is made up of some of the most knowledgeable miles and points people out there—professionals who understand that exceptional service often means being available beyond traditional 9-to-5 hours. We expect our team to be flexible and responsive, meeting clients where they are, whether that means working nights or weekends to make travel dreams a reality. However, it's not enough to simply love miles and points. In addition to being an expert award-space-hunter you'll need to get on the phone with airline phone agents, convince novice travelers to fly an airline they've never heard of, and cobble together combinations of points and cash from multiple sources. Above all, your work will directly impact our customers' travel experiences and help them travel better!

We are seeking multiple candidates for this commission-based role.

What You'll Do

As a Concierge team member, you will be assisting customers in understanding their best options for using (and earning) miles and points in a variety of programs while providing an exceptional customer experience at every touchpoint, including:

• Crafting creative itineraries according to the customer's points and priorities
• Staying on top of response times to keep customers happy and move bookings forward
• Communicating possibilities, probabilities, and realities of award space in a friendly, positive, and professional manner
• Responding promptly to customer inquiries via email, text, and phone—timely replies are directly tied to booking success
• Identifying when an itinerary simply won't be possible due to limited inventory, budgets, or other factors
• Liaising with airlines and loyalty programs on behalf of the customer as needed
• Maintaining continuity by keeping notes and checking invoices
• Seeking opportunities to create special moments and surprise and delight moments for customers

What You Have

• Extensive experience booking award flights - skilled at finding creative routes, redemptions, and transfers for yourself and others
• Passion for creating exceptional customer experiences - you genuinely enjoy helping people, especially when it comes to answering questions about miles and points
• Business Mindset - eager to grow your own business by forming lasting client relationships leading to repeat business
• Channel Flexibility - communicate with customers via their preferred channel, whether that's phone, email, or texting
• Strong work ethic and commitment to responsiveness - dedicated to providing prompt and thorough customer service
• Solid understanding of major alliances and partnerships - knowledgeable about carriers, destinations, and interconnected travel networks
• Familiarity with award-space search tools - proficient in using tools and tricks across at least three loyalty programs
• Excellent time management skills - self-motivated, able to work independently, and prioritize timely responses
• Excellent written communication skills - savvy with modern workspace tools and able to communicate complex topics clearly and effectively
• Strong interest in the loyalty industry - knowledgeable about travel, airlines, credit cards, and loyalty programs

Concierge team members set their bandwidth to take new deals and work their own hours, but must respond to clients within 24 hours at the absolute latest. Most trips require a few days of back and forth, and it's not unusual for a client to finally commit to booking a trip at 8 PM on a Friday night.

About point.me 

At point.me, we are committed to simplifying the loyalty points experience and increasing our customers' spending power by helping them see their points as currency. Join us and be part of a fast-growing company where your work will make a real impact.

We respect the individual needs of employees and are an equal opportunity employer. This role is paid commission, and is not eligible equity or other benefits.