Member Support Flights Lead

Your Mission:

As part of the Engine team, you’ll play a vital role in an environment where innovation meets collaboration. Here’s what you’ll take charge of:

Provide expert-level support and handle escalations from Member Support related to flight operations, ticketing complexities, and booking issues

Utilize in-depth knowledge of GDS (Amadeus) and NDC reservation systems to troubleshoot errors, resolve failures, and assist with complex bookings

Maintain comprehensive understanding of airline policies surrounding schedule changes, voluntary changes, and Irregular Operations (IROPS) to support timely and accurate decision-making

Collaborate with internal teams and external airline partners to develop and deliver training and continuous learning initiatives for BPO staff

Maintain comprehensive understanding of airline rules, procedures, and industry standards to ensure compliance and operational accuracy

Analyze trends in escalations to identify recurring issues and recommend process improvements or training needs

Serve as a liaison between BPO teams and operational stakeholders to streamline communication and enhance service quality

Document resolutions, workflows, and best practices to build a knowledge base for ongoing team reference

Participate in cross-functional projects aimed at optimizing flight support operations and enhancing customer experience

What You’ll Bring to Engine:

We’re looking for someone who’s ready to make an impact and grow alongside us:

Proven experience supporting flight operations or airline booking teams, preferably within an OTA or TMC environment

Advanced proficiency in Amadeus GDS; familiarity with other GDS platforms (Sabre, Galileo, etc.) and various NDC reservations systems is a plus

Strong understanding of airline ticketing rules, fare constructions, refunds, exchanges, and industry regulations

Knowledge of airline policies on 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

Detail-oriented with excellent communication and documentation skills

Comfortable working in a fast-paced, dynamic environment with evolving priorities

Please note: This role may require a flexible, modified schedule that regularly includes overnight shifts and weekends to support our 24/7 operations.

Compensation

Our compensation packages are based on several factors, including your experience, expertise, and location. In addition to a competitive base salary, all roles receive equity. Depending on the role, total compensation may also include an annual bonus. Your recruiter will share your complete compensation package as you move through the process.

Base Pay Range

$50,600—$70,000 USD