Hopper
Senior Software Engineer - Customer Experience Platform
Toronto - Remote · Senior
Sponsorship not specifiedDetected 21 days ago
TypeScriptPythonScalaReactDistributed SystemsBackend DevelopmentFull-Stack DevelopmentAlgorithmsCode ReviewCloud PlatformsRESTMachine LearningLLMsAgentic AIAI OrchestrationCRMCustomer SupportCommunicationCollaboration
About the role
- Internal agent platforms that enable efficient, high-quality human resolution
- You'll report to a Senior Engineering Manager and work alongside engineers focused on platform services, integrations, AI orchestration, and self-service UX.
Responsibilities
- 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.
- Together, these platforms support millions of travelers across chat, voice, web, and third-party channels, powering seamless post-booking experiences worldwide.
- As a Software Engineer on the CX Platform team, you will design, build, and evolve the core systems behind Hopper's post-booking experience.
- Develop scalable APIs, microservices, and orchestration logic supporting complex post-booking journeys across AI, chat, voice, and web
- Partner with Product, Design, AI, and Operations to deliver features that streamline customer experiences and improve agent efficiency
- Integrate with external systems - telephony, CRM, identity, booking platforms - to support internal use cases and partner deployments
- Own features end-to-end, from technical design through implementation, testing, deployment, monitoring, and iteration
Requirements
- 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
- Comfort with data storage and cloud infrastructure at a senior level - you know how to make the right tradeoffs without needing to be told
Nice to have
- Experience with conversational AI, LLM orchestration, or automation systems
- 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
- 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.
- While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that.
Skills
- Contribute to architectural decisions, code reviews, and reliability improvements that raise the bar for the broader team
- Analyse system performance and user behaviour to identify opportunities for automation, optimisation, and cost reduction
- Strong communication skills and a track record of effective cross-functional collaboration with distributed teams
Compensation
- We have raised over $750 million USD of private capital and are backed by some of the largest institutional investors and banks in the world.
Company info
- Billions of dollars worth of travel and travel fintech are sold through Hopper and HTS channels every year.
- Our fintech products - including Cancel for Any Reason and Flight Disruption Assistance - have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.
- Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
- Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75% of the business.
- Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper's fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines and many more.
- Customer self-serve experiences within the Hopper app and partner-integrated flows
- HTS Assist, Hopper's flagship agentic AI platform, used internally and offered as a B2B solution for global travel partners
- 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.
This listing is sourced directly from Hopper's careers page and normalized into a canonical job model.