Client Service Team Lead

Client Service Team Lead | Remote | Luxury TravelAbout FlyFlatFlyFlat 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 first class accessible to those shaping the world.Our clients- founders, investors, and executives from venture capital, family offices, private equity, and beyond- expect exceptional service delivered with speed, accuracy, and sophistication.The RoleWe'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 & OptimizationPersonally handle VIP, B2B, Investor, and Premier clients requiring industry experience and escalation tacticsMaster complex travel optimization using award programs, creative routing, and premium fare strategiesBuild polished quotes with clear reasoning, value explanations, and trade-off analysisMaintain 95%+ SLA adherence and 98%+ quote accuracy across your team's workTeam LeadershipLead and coach 3-5 Client Service Members with daily feedback and real-time problem-solvingSupervise all client searches and communications during your shiftRun weekly team reviews to improve search quality and communicationIdentify when team members need support or are ready for more complex workOperational ExcellenceEnsure seamless handovers between teams and shiftsCollaborate with Ticketing and Trip Fulfillment on bookings and confirmationsPropose search optimizations and training improvements Handle escalations with empathy and confidenceWhat You BringMust have:3+ years in luxury travel, premium concierge, or high-touch client serviceDeep expertise with Sabre GDS- you're proficient in flight search, fare rules, and creative routingExperience with mileage programs and premium booking methodsExcellent written communication- your quotes are clear, polished, and reflect luxury standardsTrack record of meeting 95%+ SLA or quality standardsLeadership or mentoring experience- you've coached others, even informallyCalm under pressure- you prioritize effectively when requests pile upNice to have:Background in luxury hospitality or high-end concierge servicesExperience with VIP or high-net-worth clientsFamiliarity with workflow tools, mileage platforms, or CRM systemsPassion for travel and miles & points optimizationYou 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 FlyFlatClear 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 influence how we work.Real supportLead capable people who want to growPartner with your Concierge Manager on team developmentWork with Process Management team to improve workflowsQuarterly reviews with clear feedback and development focusWork-life balancePredictable scheduling- you'll know your shift in advanceClean transitions between shiftsGlobal team- talented colleagues across continentsWhat Success Looks LikeFirst 90 days: Lead your shift independently with 95%+ SLA adherence, handle VIP clients with confidence, 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 ValuesCustomer 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 enoughWhy You'll Love This RoleThis is perfect for someone who:Wants to work with founders, investors, and global business leadersSees themselves at FlyFlat for years, building toward management rolesTakes pride in delivering exceptional experiences and developing othersValues coaching and building team capabilityWants to master advanced travel optimization strategiesFlyFlat 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.