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