Director – Flight Support & Customer Operations

Fly Fairly ?✈️; Remote; IDR 300.000.000 - 400.000.000; Full time

Job summary

A fast-growing OTA is seeking a seasoned leader to oversee operations and customer experience. The role requires 7-10 years of experience, focusing on flight operations and effective team management in a remote-first setup. Responsibilities include leading a team, improving operational processes, and ensuring high customer satisfaction standards. This position provides growth opportunities for high performers and aims at expanding leadership scope across the company. Candidates should be strong in operational tools and have a proven track record in leadership, especially with remote teams.

Benefits

Competitive salary plus equity

Ownership and impact opportunities

Rapid progression for high performers

Qualifications

• 7 to 10 years in flight operations and CX.
• Senior leadership experience required.
• Expertise in fare rules and refunds.

Responsibilities

• Lead CX and Ops team, manage schedules, and QA.
• Resolve high-stakes cases and improve processes.
• Own reporting on KPIs and operational metrics.

Skills

Flight operations knowledge

Customer Experience leadership

Coaching skills

Remote team leadership

Operational excellence

Tools

Intercom

Zendesk

Freshdesk

Crisp

Job description

📍 Remote first, coverage across SEA, EMEA, US time zones

💰 Competitive salary plus equity, real ownership and impact

🚀 Scale-up leadership role, lead Ops and CX, rapid progression for high performers

About Fly Fairly

We are a fast-growing, payments-first OTA built in Singapore. Customers can pay in 100 plus ways, BNPL, wallets, crypto. We connect travelers to 650 plus airlines and keep the UX clean, modern, and fair. Team is 7 to 10 today and scaling quickly. Fun, playful, Gen Z-friendly tone, human support always. 💜✈️

Mission

Be the connective tissue between leadership and the frontline. Own flight operations and customer experience end to end. Ship fixes fast, keep service human, keep the numbers moving.

You will own

• People and rhythm: Lead the CX and Ops team, grow headcount, set SLAs, OKRs, schedules, QA, and coaching programs.
• Escalations: Personally resolve high‑stakes cases to conclusion, refunds, credits, involuntary changes, baggage disputes.
• After‑sales operations: Fare rules interpretation, schedule changes, reissues, service recovery playbooks.
• Payments disputes: Build airtight evidence packs and win chargebacks
• Systems and automation: Co‑own the Ops Portal roadmap with Product and Engineering. Improve chat flows, email templates, macros, and workflows. Use AI to augment the team, not replace it.
• Regulatory and complaints: Lead responses to DOT, airline partners, and official bodies. Keep records tight, accurate, and audit‑ready.
• Suppliers and airlines: Liaise with consolidators and airline contacts to resolve exceptions, bugs, and edge cases.
• Reputation management: Run Trustpilot and Google responses, mitigation procedures, and root‑cause loops.
• Reporting: Own monthly KPI packs to management, response time, resolution time, CSAT, NPS, refund cycle time, dispute win rate, unit cost per contact.

What great looks like

• 90 percent of chats inside SLA.
• Refund and credit backlog cleared weekly, no silent aging.
• Dispute win rate up, standardised evidence packs.
• Guide improvements to the CX Back office Portal to support CX Staff by making suggestions to the Engineering and Product teams.
• Escalations closed with clear timelines, decision logs, and CSAT recovery.
• Reviews answered inside 24 hours, negative to neutral conversions tracked.

First 90 days

• Run a full audit of current operations, systems, tools, and processes.
• Document the flow in a simple, visual way for fast onboarding.
• Deliver a recommendations pack that defines what great looks like and a plan to get there.
• Clear legacy escalations and publish a standard closure template.
• Prioritise and ship three Ops Portal improvements that move handle time.

Must have

• 7 to 10 plus years in flight operations and CX, with senior leadership experience.
• Deep after‑sales knowledge, fare rules, involuntary changes, refunds, baggage, DOT etc.
• Proven remote team leadership across time zones, strong coaching muscle.
• Strong with CX platforms and internal tooling roadmaps, Intercom, Zendesk, Freshdesk, Crisp.
• Evidence‑based operator, crisp writer, calm under pressure, fun and modern tone.

Nice to have

• BNPL ecosystem and disputes experience.
• GDS or consolidator exposure
• Startup build experience, hiring and playbooks.

Growth and progression

Be a thought partner to leadership. High performers progress quickly, expanding scope across operations, deeper ties with Sales and Marketing, and potential step-ups into broader leadership roles.