Flight Support Lead

📋 Description

• • As a Flight Support Lead at Engine Group Holdings, Inc., you will play a vital role in transforming business travel by providing expert-level support and handling escalations related to flight operations, ticketing complexities, and booking issues, ensuring seamless and personalized travel experiences for over 1 million travelers across 20,000+ companies.
• • Day to day, you will utilize advanced knowledge of Amadeus GDS and NDC systems to troubleshoot booking errors, resolve failures, and assist with complex reservations; maintain deep expertise in airline policies around schedule changes, voluntary changes, and Irregular Operations (IROPS); collaborate with internal teams and airline partners to develop training for BPO staff; analyze escalation trends to recommend process improvements; document workflows and best practices; and serve as a liaison between BPO teams and operational stakeholders to enhance service quality and support 24/7 operations through flexible scheduling including overnight shifts and weekends.
• • Engine Group Holdings, Inc. is a rapidly growing, cash-positive travel and fintech platform backed by Telescope Partners, Blackstone, and Permira, recognized as one of the fastest-growing in North America with honors including the Deloitte Fast 500 and Built In’s Best Places to Work, building a unified platform that combines corporate travel, a charge card, and spend management to deliver seamless, technology-driven travel experiences.
• • In this role, you will deepen your expertise in global distribution systems (GDS), airline operations, and irregular operations management; develop leadership and training capabilities by guiding BPO teams; contribute to process optimization and cross-functional projects; and grow professionally within a mission-driven, innovative company at the forefront of travel technology innovation.