Client Service Team Member

Client Service Member | 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 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 Role

We're looking for someone who loves the challenge of finding the perfect flight, crafting compelling quotes, and delivering white-glove service to high expectation travelers.

You'll own each client request from start to finish: search across multiple booking strategies, write clear quotes that help clients make confident decisions, and maintain FlyFlat's luxury-tone communication throughout every interaction.

What you'll do:

• Master travel optimization across award travel, mileage programs, creative routing, and premium fare inventory
• Write compelling quotes that are clear, personalized, and make decision-making easy
• Deliver fast, accurate service while hitting SLA targets (5 min for short-haul, 25 min for long-haul)
• Respond to client messages within 30 seconds and maintain proactive communication
• Collaborate with Ticketing and Trip Fulfillment teams for seamless handovers
• Escalate VIP or complex requests to your Team Lead when needed

What You Bring

Must have:

• 2+ years in travel operations, luxury hospitality, or high-touch client service
• Hands-on Sabre GDS experience (mandatory-you'll use it daily for flight search and booking)
• Strong written communication-you write clear, professional messages that feel personal
• Detail-oriented with 98%+ accuracy, even when moving fast
• Comfortable managing multiple requests and tight deadlines
• Team player who hands off work seamlessly

Nice to have:

• Experience with mileage programs, award travel, or points optimization
• Background in luxury travel agencies, premium concierge, or high-end hospitality
• Familiarity with workflow tools or CRM systems
• Passion for travel and creative routing solutions

You don't need to check every box-if you have 80% of the skills and genuine enthusiasm to learn, we want to hear from you.

Why FlyFlat

Clear growth path Your progression: Client Service Member Client Service Team Lead Concierge Manager Associate Director. We promote from within based on demonstrated performance, not politics or tenure. Most of our leadership team started in service roles.

You'll learn from the best

• Work directly with experienced Team Leads who coach you daily
• Master advanced travel optimization strategies
• Create your voice for luxury client communication through structured feedback
• Build expertise at a venture-backed company growing 5x year-over-year

Real support

• Daily coaching from your Team Lead
• Comprehensive training on search methodology and systems
• Supportive team culture that values collaboration
• Access to training materials and documentation

Work-life balance

• Predictable scheduling-you'll know your shift in advance
• Clean handovers between shifts so work stays at work
• Global team-talented colleagues across continents

What Success Looks Like

First 90 days: Complete training, master our systems (Sabre, workflow tools, client platforms), handle 20+ requests independently per week, and achieve 95%+ SLA adherence with 98%+ quote accuracy.

Within 6-12 months: Consistently deliver on quality metrics, handle increasingly complex requests, build relationships with repeat clients, and begin mentoring newer team members.

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

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 enthusiasm to learn.

What we care about most:

• Have you worked in travel, hospitality, or premium client service?
• Do you have hands-on Sabre GDS experience?
• Can you write clear, professional client communications?
• Are you excited about delivering exceptional experiences to high-expectation travelers?

If yes, we want to hear from you.

Why You'll Love This Role

This is perfect for someone who:

• Wants to build deep expertise in luxury travel operations
• Takes pride in getting details right and delivering fast, accurate service
• Sees themselves at FlyFlat for years, not months
• Values continuous learning and feedback
• Wants to work with founders, investors, and global business leaders

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.