Member Support Flights Lead

Role overview

This is a senior member-support role focused on flight operations within a business travel and spend management platform. The position handles escalations from outsourced support partners and internal teams on complex flight bookings, ticketing issues, and irregular operations. It combines hands-on troubleshooting with training, process improvement, and cross-functional collaboration to keep 24/7 flight support running smoothly.

Responsibilities

- Handle escalations from member-support teams on flight operations, ticketing, and booking issues - Use Amadeus GDS and NDC reservation systems to troubleshoot errors, resolve failures, and assist with complex bookings - Apply airline policies around schedule changes, voluntary changes, and irregular operations to support timely and accurate decision-making - Collaborate with internal teams and external airline partners to design and deliver training and ongoing learning for outsourced support staff - Analyze escalation trends to identify recurring issues and recommend process or training improvements - Document resolutions, workflows, and best practices to build a knowledge base for ongoing reference

Requirements

- Proven experience supporting flight operations or airline booking teams, ideally within an OTA or travel management company environment - Advanced proficiency in Amadeus GDS; familiarity with Sabre, Galileo, or other NDC reservation systems is a plus - Strong knowledge of airline ticketing rules, fare construction, refunds, exchanges, and industry regulations - Solid understanding of policies covering schedule changes, voluntary changes, and irregular operations - Excellent problem-solving skills with the ability to handle complex escalations calmly and efficiently - Strong communication and documentation skills, comfortable working in a fast-paced, dynamic environment - Willingness to work a modified schedule that regularly includes overnight shifts and weekends to support 24/7 operations

Benefits and work setup

- Base pay range of $50,600–$70,000 USD, with equity included; some roles may also be eligible for bonuses or commissions - Hybrid-hub working model: roles may be office-based, hybrid, or fully remote depending on team needs - Perks and benefits vary based on employment type and location