Product Support Specialist

The Good Travel Collective is looking for a Product Support Specialist to keep our travel technology running smoothly, adopted confidently and continuously improved as we grow. Sitting at the heart of 2nd line support, you'll turn user challenges into smart fixes, support change, and help teams get the best from our platforms.

You'll join a values-led business with bold five-year growth plans, backed by the wider John Good Group. If you enjoy solving technology problems, supporting end users and driving better ways of working, this is a brilliant opportunity to make a real impact.

What you'll be doing:

• Be the go-to contact for colleagues who need support with our travel technology platforms.
• Help roll out new technology and system improvements through testing, training and clear communication.
• Troubleshoot issues across booking tools, mid-office systems and integrations.
• Create practical training, user guides and best practice resources that people will use.
• Use system performance data and user feedback to spot improvements and make them happen.

You'll be a confident Product Support Specialist with hands-on experience supporting technology in a Travel Management company. You'll be curious, practical and motivated by helping people work smarter.

We'd love to hear from you if you bring:

• Experience with online booking tools across air, hotel, rail and car.
• Knowledge of profile management systems, GDS, product suites and quality control workflows.
• Understanding of duty of care systems and support ticket management tools.
• Strong process thinking and a confident approach to problem solving.
• Excellent customer service, clear communication and a collaborative team mindset.

Pulled from the full job description

• Referral programme
• Employee discount
• Employee assistance programme
• Free parking
• Company pension
• Paid volunteer time
• Health & wellbeing programme

 

Full job description

Full time, Monday to Friday, 37.5 hours per week

Remote or Hybrid (2 days based from either our Hessle, East Yorkshire, Tunbridge Wells or Central London offices) with flexibility to travel to attend team meetings as and when required.

Salary: £29,000 - £34,000 per annum plus 10% bonus

The 'Good' things you can get:

• Birthday day off work
• Contributory Pension Scheme - matched up to 8%
• Life Assurance - up to 4 x salary
• Health cash plan including Gym and retail discounts
• Employee Assistance Programme and Virtual GP
• YuLife Wellbeing & ESG app
• Employee Service Award Scheme recognising service levels with gifts, experiences and holidays
• Family friendly policies including enhanced Mat/Pat leave and SPP
• Free Will writing service
• Employee Referral Scheme
• Employee Volunteering days and matched charitable donations
• Social events
• Discounted Travel
• Educational trips, * Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time

Good Travel Management acquired and merged with CT Business Travel in October 2024 to become The Good Travel Collective. Today, we're a £90m+ business with ambitious plans to double in size over the next five years. As part of the John Good Group, a sixth-generation family business, we're driven by a strong commitment to People, Planet and Performance. Diversity We respect and value difference and seek to create an inclusive workplace which promotes and values the diversity of our employees. We believe in promoting an environment where everyone, from any background has access to the opportunities to grow and succeed. Recruitment Agencies Whilst we make every effort to directly source candidates for our live roles, we do have a very small, preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our People Team or Hiring Managers.