Support Lead, Flights
Core
Operational backbone for flight support, managing queues, escalations, and partner communication to ensure seamless experiences for travel advisors.
Role type
Senior Support Lead (Flight Operations)
Builds
High-quality support operations and accurate data/training resources for the advisor base.
Domain
Travel industry / Flight Operations / Customer Support
Deliverable
Dashboards & analysis
Required skills
Sabre/GDS experience, Phase IV exchanges, ARC reconciliations, NDC content, Intercom administration, BI/analytics tools (Excel, Tableau, Omni), fraud detection
Preferred skills
AI tools in customer support automation, webinar coordination
Technologies
Sabre, GDS, Intercom, Excel, Tableau, Omni
Responsibilities
Triage inbound support tickets across partner channels, monitor and resolve advisor escalations, audit support quality and develop training, maintain internal information tooling, proactively communicate with partners on support trends, manage webinar logistics, monitor and respond to fraudulent activity, track advisor feedback and resolve issues
Seniority
Senior, hands-on IC