Hopper
Technical Account Manager - Commerce / Partner Success (100% Remote - USA)
Hopper, Boston, Massachusetts, us, 02298
Technical Account Manager - Commerce / Partner Success (100% Remote - USA)
Join to apply for the Technical Account Manager - Commerce / Partner Success (100% Remote - USA) role at Hopper.
About the Job Hopper Technology Solutions (HTS) powers the white‑label travel platforms for some of the world’s largest financial institutions and airlines. As our strategic partner portfolio expands, so too does the need for sophisticated technical expertise and dedicated relationship management.
What Would Your Day-to-day Look Like Partner Engagement & Communication
Serve as the primary technical point of contact for multiple B2B partners, each with unique needs, priorities, and communication channels.
Translate partner inquiries into structured, actionable requests with complete context.
Provide clear updates, timelines, and expectations, ensuring partners feel supported and aligned.
Technical Triage & Analysis
Assess and validate reported issues before escalating to engineering, including reproduction steps, logs, context, severity assessment, and relevant data insights.
Investigate technical or data‑centric questions using internal tools, dashboards, and SQL; identify whether issues stem from configuration, supply content, product behavior, data quality, or true system defects.
Manage and prioritize requests across multiple partners simultaneously, balancing urgency, impact, and engineering bandwidth.
Process & Program Development
Improve intake workflows, templates, and triage mechanisms to create consistency across partners.
Collaborate with product, engineering, supply, and Customer Experience teams to refine escalation paths, service expectations, and communication standards.
Contribute to playbooks, documentation, and partner‑facing resources to strengthen transparency and scale operational excellence.
Cross‑Functional Collaboration
Coordinate with a wide and diverse set of stakeholders, including product managers, engineers, supply specialists, Customer Experience teams, and external partner teams.
Maintain clear follow‑through, alignment, and ownership across parallel workstreams.
Advocate for partner needs while helping internal teams maintain focus and momentum.
An ideal candidate has
An excellent communicator who can build trust with partners and internal teams through clarity, consistency, and professionalism.
Comfortable operating across several partners at once, with strong prioritization, context‑switching, and organizational skills.
Adept at turning ambiguity into clarity and designing repeatable processes that scale.
Technically fluent, with experience interpreting logs, analyzing data, exploring APIs, and using monitoring tools to support issue investigation and triage.
Experienced in roles such as Technical Account Manager, Solutions Engineer, Technical Support Engineer, Product Specialist, or a similar hybrid technical‑customer role.
Strong judgment in evaluating issue severity, partner impact, and operational urgency.
Nice to Haves
Intermediate or advanced SQL skills; experience working with data analysis, BI tools, or large datasets (BigQuery experience is a plus).
Familiarity with API debugging, distributed systems, or SaaS platform operations.
Experience implementing or optimizing ticketing and triage systems (Zendesk, Jira Service Desk, Salesforce, etc.).
Background improving cross‑functional workflows or partner‑facing operations at scale.
Perks and benefits of working with us
Well‑funded and proven startup with large ambitions, competitive salary, upsides of pre‑IPO equity packages.
Uncapped quarterly paid performance bonus.
Unlimited PTO.
Carrot Cash travel stipend.
Access to co‑working space on demand through FlexDesk AND Work‑from‑home stipend.
Please ask us about our very generous parental leave, much above industry standards.
Entrepreneurial culture where pushing limits and taking risks is everyday business.
Open communication with management and company leadership.
Small, dynamic teams = massive impact.
100% employer paid Medical, Dental and Vision coverage for employees.
Access to Disability & Life insurance.
Health Reimbursement Account (HRA).
DCA/ FSA and access to 401k plan.
More about Hopper At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world‑class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end‑to‑end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.
Compensation Range: CA$160K - CA$250K
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About the Job Hopper Technology Solutions (HTS) powers the white‑label travel platforms for some of the world’s largest financial institutions and airlines. As our strategic partner portfolio expands, so too does the need for sophisticated technical expertise and dedicated relationship management.
What Would Your Day-to-day Look Like Partner Engagement & Communication
Serve as the primary technical point of contact for multiple B2B partners, each with unique needs, priorities, and communication channels.
Translate partner inquiries into structured, actionable requests with complete context.
Provide clear updates, timelines, and expectations, ensuring partners feel supported and aligned.
Technical Triage & Analysis
Assess and validate reported issues before escalating to engineering, including reproduction steps, logs, context, severity assessment, and relevant data insights.
Investigate technical or data‑centric questions using internal tools, dashboards, and SQL; identify whether issues stem from configuration, supply content, product behavior, data quality, or true system defects.
Manage and prioritize requests across multiple partners simultaneously, balancing urgency, impact, and engineering bandwidth.
Process & Program Development
Improve intake workflows, templates, and triage mechanisms to create consistency across partners.
Collaborate with product, engineering, supply, and Customer Experience teams to refine escalation paths, service expectations, and communication standards.
Contribute to playbooks, documentation, and partner‑facing resources to strengthen transparency and scale operational excellence.
Cross‑Functional Collaboration
Coordinate with a wide and diverse set of stakeholders, including product managers, engineers, supply specialists, Customer Experience teams, and external partner teams.
Maintain clear follow‑through, alignment, and ownership across parallel workstreams.
Advocate for partner needs while helping internal teams maintain focus and momentum.
An ideal candidate has
An excellent communicator who can build trust with partners and internal teams through clarity, consistency, and professionalism.
Comfortable operating across several partners at once, with strong prioritization, context‑switching, and organizational skills.
Adept at turning ambiguity into clarity and designing repeatable processes that scale.
Technically fluent, with experience interpreting logs, analyzing data, exploring APIs, and using monitoring tools to support issue investigation and triage.
Experienced in roles such as Technical Account Manager, Solutions Engineer, Technical Support Engineer, Product Specialist, or a similar hybrid technical‑customer role.
Strong judgment in evaluating issue severity, partner impact, and operational urgency.
Nice to Haves
Intermediate or advanced SQL skills; experience working with data analysis, BI tools, or large datasets (BigQuery experience is a plus).
Familiarity with API debugging, distributed systems, or SaaS platform operations.
Experience implementing or optimizing ticketing and triage systems (Zendesk, Jira Service Desk, Salesforce, etc.).
Background improving cross‑functional workflows or partner‑facing operations at scale.
Perks and benefits of working with us
Well‑funded and proven startup with large ambitions, competitive salary, upsides of pre‑IPO equity packages.
Uncapped quarterly paid performance bonus.
Unlimited PTO.
Carrot Cash travel stipend.
Access to co‑working space on demand through FlexDesk AND Work‑from‑home stipend.
Please ask us about our very generous parental leave, much above industry standards.
Entrepreneurial culture where pushing limits and taking risks is everyday business.
Open communication with management and company leadership.
Small, dynamic teams = massive impact.
100% employer paid Medical, Dental and Vision coverage for employees.
Access to Disability & Life insurance.
Health Reimbursement Account (HRA).
DCA/ FSA and access to 401k plan.
More about Hopper At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world‑class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end‑to‑end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.
Compensation Range: CA$160K - CA$250K
#J-18808-Ljbffr