Job Description

Client Service Team Lead | Remote | Luxury Travel
About FlyFlat
FlyFlat helps founders, investors, and executives book international business and first-class flights at unbeatable rates- often 30-80% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless.
We've grown from 12 to 66 people in just over a year, backed by Bessemer Venture Partners, and 5x'd our revenue year-over-year. We're at $22M+ ARR and growing fast. Our mission is to democratize premium travel and make fi rst class accessible to those shaping the world.
Our clients- founders, investors, and executives from venture capital, family offi ces, private equity, and beyond- expect exceptional service delivered with speed, accuracy, and sophistication.
The Role
We're looking for an experienced luxury travel professional who combines search expertise, exceptional client communication, and leadership to deliver five-star service at scale.
You'll lead a team of Client Service Members while personally handling VIP and high-complexity clients. You'll own the complete client journey from intake through delivery, coach your team daily, and ensure every interaction reflects FlyFlat's commitment to effortless luxury.
What you'll do:
Client Service & Optimization

• 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.

Team Leadership

• 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

Operational Excellence

• Ensure seamless handovers between teams and shifts
• Collaborate with Ticketing and Trip Fulfi llment on bookings

confirmations * Propose search optimizations and training improvements

• Handle escalations with empathy and confidence

What You Bring
Must have:

• 3+ years in luxury travel, premium concierge, or high-touch client service
• Deep expertise with Sabre GDS- you're profi cient in flight search, fare rules, and creative routing
• Experience with mileage programs and premium booking methods
• Excellent written communication- your quotes are clear, polished, and reflect luxury standards
• Track record of meeting 95%+ SLA or quality standards
• Leadership or mentoring experience- you've coached others, even informally
• Calm under pressure- you prioritize effectively when requests pile up.

Nice to have:

• Background in luxury hospitality or high-end concierge services
• Experience with VIP or high-net-worth clients
• Familiarity with workfl ow tools, mileage platforms, or CRM systems
• Passion for travel and miles & points optimization

You don't need to check every box- if you have 80% of the skills and the drive to learn, we want to hear from you.
Why FlyFlat
Clear growth path Your progression: Client Service Team Lead Concierge Manager Senior Manager Associate Director. We promote from within based on performance. You're not just executing- you're helping shape how FlyFlat's Client Service function scales globally. Build, don't just execute We're implementing our concierge framework and career systems now. Your insights on search methodology, training, and client communication will directly infl uence how we work.
Real support

• Lead capable people who want to grow
• Partner with your Concierge Manager on team development
• Work with Process Management team to improve workfl ows
• Quarterly reviews with clear feedback and development focus.

Work-life balance

• Predictable scheduling- you'll know your shift in advance
• Clean transitions between shifts
• Global team- talented colleagues across continents

What Success Looks Like
First 90 days: Lead your shift independently with 95%+ SLA adherence, handle VIP clients with confi dence, begin coaching team members effectively, and achieve 98%+ quote accuracy.
Within 6-12 months: Consistently deliver quality metrics, build strong VIP client relationships, lead at least one initiative that improves search quality or team performance, and receive strong team sentiment scores.
Our Values
Customer Obsession - We win when our customers win
Urgency with Impact - Clients expect answers in minutes, not hours
Radical Candor - Honest, direct, respectful feedback builds trust
Ownership - If something breaks, we fix it
Relentless Excellence - Good enough is never enough.
How to Apply
Send us:
1. Your resume highlighting:

• Travel search and client service experience
• Sabre GDS experience (specify years and profi ciency)
• Leadership or mentoring examples
• Measurable outcomes (SLAs, accuracy scores, client satisfaction)
• Tools and systems you've mastered

2. A brief note answering:

• Share an example of a complex travel request you solved- what was the challenge, what solution did you fi nd, and what was the outcome?
• Why are you interested in this role at FlyFlat?
• What would make you successful as a Client Service Team Lead?

3.Optional but valued:

• A 2-3 minute video introducing yourself
• Examples of quotes or communications you've written (with names redacted)

4. Our hiring process:

• Application review (3-5 business days)
• Initial screening with Head of People (30 min)
• Skills assessment - live search + quote writing (60 min)
• Competency interview with Concierge Manager (90 min)
• Final conversation with leadership + offer

We move quickly because great talent doesn't stay available long.
Should You Apply?
If you're thinking "I'm not sure I have all the experience listed"- apply anyway. We're looking for people with 80% of the skills and 100% of the drive to learn.
What we care about most:

• Have you worked in luxury travel, premium concierge, or high-touch client service?
• Do you have hands-on Sabre GDS experience and knowledge of mileage programs?
• Do you write client communications that are polished and refl ect luxury service?
• Have you coached, mentored, or led others?

If yes, we want to hear from you.
Why You'll Love This Role
This is perfect for someone who:

• Wants to work with founders, investors, and global business leaders
• Sees themselves at FlyFlat for years, building toward management roles
• Takes pride in delivering exceptional experiences and developing others
• Values coaching and building team capability
• Wants to master advanced travel optimization strategies

FlyFlat is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Compensation & Benefits
Base Salary: $1,200 - $2,000 USD/month based on geography and relevant experience
Benefits:
Travel perks: Access to FlyFlat's at-cost booking for personal travel
Clear career path with merit-based progression
Performance-based salary increases as you advance
Global collaboration with talented teams

Skills Required