Senior Software Engineer - Customer Experience Platform

Hopper Inc.

Job Overview

Location

Toronto - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Design, build, and improve the backend and full-stack systems powering HTS Assist, internal agent tools, and customer self-serve flows within the Hopper app and partner-integrated workflows.
• Develop scalable APIs, microservices, and orchestration logic that support complex post-booking journeys across AI-driven chat, voice, and web channels.
• Collaborate with Product, Design, AI, Data, and Operations teams to deliver features that streamline customer experiences and enhance agent efficiency.
• Integrate with external systems including telephony APIs, CRM platforms, identity providers, booking systems, and payment gateways to enable internal use cases and partner deployments.
• Own features end-to-end—from technical design and implementation to testing, deployment, monitoring, and iterative improvement.
• Contribute to architectural decisions, code reviews, and reliability improvements that elevate the quality and scalability of the broader engineering platform.
• Analyze system performance and user behavior to identify opportunities for automation, optimization, and cost reduction in customer service workflows.
• Build and maintain systems that support millions of travelers across multiple channels, including chat, voice, web, and third-party integrations.
• Work on HTS Assist, Hopper’s flagship agentic AI platform, used internally and offered as a B2B solution to global travel partners like Capital One, Air Canada, and Nubank.
• Develop internal agent platforms used by thousands of support agents to enable efficient, high-quality human resolution of customer issues.
• Contribute to the evolution of self-serve customer experiences that reduce dependency on human support while improving resolution speed and satisfaction.
• Participate in cross-functional initiatives to expand AI-driven customer service capabilities across voice and chat interfaces.
• Ensure systems are resilient, observable, and maintainable, with a focus on reliability and performance under high-volume travel disruption scenarios.
• Translate product requirements into technical specifications and execute on roadmap priorities aligned with Hopper’s mission to become the leading global travel platform.

🎯 Requirements

• 6+ years of software engineering experience building large-scale distributed systems or customer-facing applications
• 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—able to make architectural tradeoffs independently
• A product engineer mindset: prioritizes user experience, asks why before how, and owns outcomes, not just outputs
• Strong communication skills and a track record of effective cross-functional collaboration with distributed teams

🏖️ Benefits

• Opportunity to work on HTS Assist, Hopper’s flagship agentic AI platform used internally and offered as a B2B solution to global travel partners
• Exposure to cutting-edge AI-driven customer service systems powering millions of travelers across chat, voice, and web
• Work on systems that directly impact customer satisfaction through instant, no-questions-asked resolutions via fintech products like Cancel for Any Reason and Flight Disruption Assistance
• Collaborate with teams across AI, Data, Product, and Operations to build scalable, high-impact customer experience platforms

Skills & Technologies

Python

TypeScript

Scala

React

REST

Senior

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Hopper Inc.

Visit Website

About Hopper Inc.

Hopper is a travel technology company that uses predictive analytics and machine learning to forecast flight and hotel prices, allowing consumers to book travel at optimal times. Founded in 2007 and headquartered in Montréal, Canada, it operates mobile-first booking platforms and provides fintech products like price freeze, cancel-for-any-reason, and rebooking guarantees to reduce travel risk.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.