Joanna Lai

Head of Customer Service
Hopper Inc.

2022 Phocuswright Conference speaker

Joanna Lai Head of Customer Service
Joanna Lai is the Head of Customer Service of Hopper, the smart way to book travel on your phone. Hopper has ranked as the #1 travel app in over 55 countries and has ranked as one of the top 10 travel apps in over 120 countries. With its new Hopper Cloud B2B offering, Hopper is providing all companies that sell travel a new way to give customers the best deals and the most flexibility.

Jo leads overall customer service strategy, revenue, and product at Hopper. Since joining Hopper in 2017, Jo has played a key role in scaling service operations to a fully distributed global model alongside industry-leading self-service. Prior to Hopper, Jo led people and culture initiatives at Four Seasons Hotels and Resorts and served as advisor to award-winning travel startups like Remote Year and Pana. She earned her bachelor's degree at McGill University and holds a Master’s from the School of Hotel Administration at Cornell University.