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.