Job Description

Company Overview: FlyFlat is a premier luxury travel platform that provides exclusive savings on business and first-class flights. With a reputation for exceptional customer service and seamless travel experiences, FlyFlat is rapidly expanding and seeking talented professionals to join our growing team

Introduction: As an Operations Team Lead, you will be responsible for managing and supporting a team of Operations Specialists to ensure high-quality service delivery to FlyFlat’s clients. This role requires a proactive leader with strong problem-solving skills and experience in travel operations and billing/invoicing.

This is an excellent opportunity for individuals eager to take on leadership responsibilities, optimize operational processes, and contribute to a high-performing, remote-first team.

Responsibilities:

Team Leadership & Management

• Lead, mentor, and manage a team of Operations Specialists, ensuring high performance and efficiency.
• Monitor workflows, assign tasks, and ensure that deadlines and quality standards are met.
• Conduct regular check-ins, training sessions, and performance evaluations to support team growth.
• Facilitate effective shift handovers and ensure seamless communication among team members.

Operational Excellence

• Oversee booking processes and ensure all client deliverables meet FlyFlat’s quality standards.
• Identify operational bottlenecks and implement solutions to enhance productivity.
• Track, analyze, and report on key operational metrics to improve efficiency and service levels.

Billing & Invoicing

• Manage and oversee billing and invoicing processes, ensuring accuracy and timeliness.
• Collaborate with Concierge and Operations teams to resolve any invoicing discrepancies.
• Maintain up-to-date financial records related to operational transactions and client accounts.

Quality Assurance & Process Improvement

• Review and verify bookings, invoices, and other operational documents for accuracy.
• Develop and refine Standard Operating Procedures (SOPs) to improve workflow efficiency.
• Proactively suggest and implement process improvements to enhance client experience and operational effectiveness.

Collaboration & Communication

• Serve as the primary point of contact for escalations and issue resolution within the team.
• Work closely with other departments, including Client Services and Booking teams, to ensure seamless coordination.
• Foster a collaborative and supportive work environment, encouraging team members to share ideas and feedback.

Qualifications

• 2+ years of experience in operations, travel coordination, or a similar role.
• Prior experience in billing, invoicing, and financial reconciliation.
• Experience in the travel industry, ideally in luxury travel or as a travel concierge.
• Strong leadership and people management skills, with experience overseeing remote teams.
• Excellent organizational and time management abilities, with a keen eye for detail.
• Familiarity with productivity tools such as Google Sheets, Slack, Asana, and CRM systems.
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Intermediate to advanced English communication skills (written and spoken).
• A proactive attitude, ownership mentality, and a passion for delivering outstanding service.

Conclusion: Joining FlyFlat as an Operations Team Lead is an opportunity to take on a leadership role in a rapidly expanding luxury travel company. You will have the chance to lead a high-performing team, optimize operations, and drive efficiency, all while delivering top-tier service to elite travelers.

Compensation and Employment Details:

• Monthly Compensation: $700–$900 (based on experience and performance).
• Shifts: 9-hour shifts (including a 1-hour break); night or day shifts depending on business needs.
• Leadership experience in a high-growth, remote-first travel company.
• The opportunity to drive operational improvements and contribute to company-wide success.
• A structured pathway for career growth into senior management roles within FlyFlat.
• Competitive compensation with opportunities for increased earnings based on performance.
• A fast-paced work environment where high performers are rewarded with rapid promotions.