FlyFlat

Client Services Representative

• Personally handle VIP, B2B, Investor, and Premier clients requiring industry experience and escalation tactics
• Master complex travel optimization using award programs, creative routing, and premium fare strategies
• Build polished quotes with clear reasoning, value explanations, and trade-off analysis
• Maintain 95%+ SLA adherence and 98%+ quote accuracy across your team's work
• Lead and coach 3-5 Client Service Members with daily feedback and real-time problem-solving
• Supervise all client searches and communications during your shift
• Run weekly team reviews to improve search quality and communication
• Identify when team members need support or are ready for more complex work
• Ensure seamless handovers between teams and shifts
• Collaborate with Ticketing and Trip Fulfillment on bookings and confirmations
• Propose search optimizations and training improvements
• Handle escalations with empathy and confidence

Client Service Team Lead – Latin America

Manager

• Lead and Develop Your Team
• Manage 3-4 Team Leads across all concierge functions
• Provide daily coaching, feedback, and support
• Build a culture where ownership, precision, and empathy are balanced with speed and quality
• Conduct regular reviews to support team member growth and performance
• Direct all client-facing operations
• Allocate resources, manage escalations, and resolve complex issues
• Maintain 95%+ SLA adherence and 98%+ data accuracy
• Own the end-to-end client journey for your shift
• Personally handle VIP clients and high-complexity situations
• Ensure clients receive timely updates, proactive solutions, and service exceeding expectations
• Submit at least 2 documented process improvements per month
• Collaborate with Product, Operations, and Leadership to implement new systems

Concierge Manager – Latin America

• Lead and Develop Your Team
• Manage 3-4 Team Leads across all concierge functions
• Provide daily coaching, feedback, and support to develop their judgment and leadership
• Direct all client-facing operations during your shift with real-time decision-making
• Own the end-to-end client journey for your shift
• Submit at least 2 documented process improvements per month
• Work closely with Product, Operations, and Leadership to implement new systems