Member Support Flights Lead

engine • Remote - US

No Relocation

Posted: September 4, 2026

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

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.

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

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.