Flight Support Lead

About Engine

At Engine, we’re transforming business travel into something personalized, rewarding, and simple. For too long, managing travel and spend has been overwhelming and fragmented — we’re here to change that. We believe the future of travel should be seamless and powered by technology that delights customers at every step. That’s why we’re building a platform that brings together corporate travel, a powerful charge card, and modern spend management in one place.

To make this vision real, we’re looking for exceptional, mission-driven people to help redefine how businesses manage and experience travel.

More than 20,000 companies already rely on Engine to support over 1 million travelers and billions in annual bookings each year. Cash flow positive with rapid growth, we pair exclusive Engine-only rates, industry-leading rewards, and intelligent automation to help businesses save money while delivering world-class personalization and convenience.

Backed by Telescope Partners, Blackstone, and Permira, Engine has been recognized as one of the fastest-growing travel and fintech platforms in North America, with honors including the Deloitte Fast 500 and Built In’s Best Places to Work.

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 travel management 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 requires a flexible, modified schedule that regularly includes overnight shifts and weekends to support our 24/7 operations.

Applications for this role will be accepted through 7/16/26 or until the role is filled. We encourage you to apply early, as we may begin reviewing applications before the deadline.

Compensation
Our compensation packages are based on several factors, including your experience, expertise, and location. In addition to a competitive base salary, total compensation may include equity and/or variable pay (OTE). Your recruiter will share your complete compensation package as you move through the process.

Base Pay Range
$50,600—$70,000 USD

The Engine Edge: Perks & Compensation
We believe in rewarding great work with great benefits:

• Compensation: Competitive base pay tied to role and experience, with opportunities for bonuses, commissions, and equity.

• Benefits: Check out our full list at engine.com/culture.

• Environments for Success: Different roles have different needs in terms of the environments that drive success which is why we have a hybrid-hub model. Whether you are in one of our amazing offices or fully remote, we’ll make sure you have what you need to succeed.

Perks and benefits may vary based on employment type, location, and more.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 13th, 2025. Please see the independent bias audit report covering our use of Covey here.

Ready to Build the Future of Work Travel?
Join us on our mission to transform how work travel works—for businesses, for travelers, and for the industry. Apply now and let’s make travel simpler, smarter, and more enjoyable—together.