Member Support Flights Lead

About Engine

Engine is the AI-native platform for intelligent travel. For a decade, Engine has built the proprietary technology and supply behind modern business travel, serving over 38,000 customers and nearly 2 million travelers, along with leading travel and AI companies that build on Engine's infrastructure. One system powers business travel, group travel, human agents, and AI agents.

That work has earned recognition as one of Fast Company's Best Workplaces for Innovators (2025), TravelTech's Reservation Platform of the Year (2026), and one of Built In's Best Places to Work (2020–2026).

We're looking for bold, ambitious people to help redefine how businesses manage and experience travel. Working here, you can expect exponential growth, an ambitious pace, full ownership, and high-caliber colleagues who push you to do the best work of your career. Every hire raises the bar.

Come outpace the ordinary and build the future of travel with us.

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.