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Flight Support Lead

1 hour, 31 minutes ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Apply Now
Engine.com

Engine.com

Engine.com offers top-notch engine maintenance services for various industries, ensuring peak performance and client satisfaction.

Machinery
1-10
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Description

  • Provide expert-level support and resolve escalations from Member Support involving flight operations, ticketing complexities, and booking issues.
  • Troubleshoot errors and booking failures using Amadeus GDS and NDC reservation systems.
  • Apply airline policies on schedule changes, voluntary changes, and irregular operations to support accurate decisions.
  • Collaborate with internal teams and airline partners to create and deliver training and continuous learning for BPO staff.
  • Maintain working knowledge of airline rules, procedures, and industry standards to ensure compliance and operational accuracy.
  • Analyze escalation trends to identify recurring issues and recommend process improvements or training needs.
  • Serve as a liaison between BPO teams and operational stakeholders to improve communication and service quality.
  • Document resolutions, workflows, and best practices for team reference and knowledge sharing.
  • Participate in cross-functional projects to optimize flight support operations and improve customer experience.

Requirements

  • Proven experience supporting flight operations or airline booking teams, preferably in an OTA or travel management environment.
  • Advanced proficiency in Amadeus GDS.
  • Familiarity with other GDS platforms such as Sabre and Galileo, and with NDC reservation systems is a plus.
  • Strong understanding of airline ticketing rules, fare construction, refunds, exchanges, and industry regulations.
  • Knowledge of airline policies related to schedule changes, voluntary changes, and irregular operations (IROPS).
  • Excellent problem-solving skills with the ability to handle complex escalations calmly and efficiently.
  • Demonstrated ability to collaborate across teams and drive training and development initiatives.
  • Strong communication and documentation skills with high attention to detail.
  • Comfortable working in a fast-paced, dynamic environment with evolving priorities.
  • Willingness to work a flexible modified schedule that includes overnight shifts and weekends for 24/7 operations.

Benefits

  • Base salary range of $50,600 to $70,000 USD.
  • Competitive total compensation that may include equity and/or variable pay (OTE).
  • Opportunities for bonuses and commissions.
  • Hybrid-hub model with support for in-office or fully remote work, depending on the role.
  • Access to the company’s full benefits package.
  • Benefits and perks may vary based on employment type and location.

Interested in this position?

Apply directly on the company website

Apply Now

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