Operations

Future of Travel

Axel is the AI travel agent built to get people the best possible deal on travel. Users can chat with Axel to find hidden flight deals, special hotel rates, and personalized trip options, then book flights and hotels directly through a simple conversational experience. Even after booking, Axel keeps working to save customers money by monitoring prices and securing refunds, credits, and better deals whenever possible.

Build the Future of Travel

We're looking for people eager to build innovative AI-powered products that will change how the world travels. If you thrive in a fast-paced, entrepreneurial environment and want to contribute to travel products and services with real-world impact, we'd love to connect.

We value

• Sharp, curious minds

• Entrepreneurial, ambitious energy and pace

• Low-ego, collaborative team players

The Role

In this role, you are responsible for ensuring Axel delivers a seamless travel experience to every customer, while continuously improving how that experience is delivered and how effectively we help customers save money. A core component of Axel is returning money to customers when better prices become available. This role is central to making that happen. You will help ensure repricing opportunities, booking issues, support escalations, and operational edge cases are handled quickly, accurately, and in a way that maximizes value returned to the customer.

This is highly detail-oriented work that requires navigating multiple databases, internal tools, and AI systems. You will not only diagnose and resolve issues, but also translate what you learn into scalable solutions that improve service quality, reduce operational friction, and increase the amount of money Axel successfully returns to customers.

A core part of this role is designing and improving the operational systems that power Axel. You will build lightweight tooling, workflows, and AI-driven processes that increase accuracy, reduce manual effort, and improve the speed and quality of our service. Over time, your goal is to replace repetitive human work with better systems while increasing the number of customer savings opportunities that are successfully completed.

You will also lead and coordinate a global team of contractors who oversee and intervene in Axel’s AI-driven customer experience. This includes setting clear quality standards, building feedback loops, and ensuring consistent, high-quality outputs across every customer touchpoint, especially in moments where accuracy and trust directly affect whether a customer gets their savings.

You will work closely with engineering, but you are expected to independently identify problems and implement solutions wherever possible. Success in this role comes from a strong bias toward action. You should be comfortable creating scrappy first versions of systems, testing them quickly, and iterating based on real-world results.

Finally, you will serve as a direct voice of the customer. You will synthesize insights from conversations and issues into clear priorities, helping shape the product and ensure Axel is constantly improving in the ways that matter most to users: reliability, trust, and real financial value.

Requirements

• Work in person in Bellevue, WA

• Familiarity with SQL, AI Data Analytics, Vibecoding

Nice To Have

• Experience with CRM platforms (Intercom preferred)

• Experience managing support teams

What We Offer

• Talented colleagues are what you should expect at Axel.

• We pay well to match the skills and contributions our talent brings.

Axel is a product from Gordian Software.

Gordian Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.