Remote Assistant Team Leader – After-Hours Emergency Travel

Flight Centre Travel Group; United States; Remote; USD 43,000 - 47,000; Full time

Benefits offered by this job

Paid time off

Health benefits

401k with matching

Volunteer day

Global career opportunities

Job summary

Flight Centre Travel Group USA is hiring an Assistant Team Leader to support the Emergency Customer Care team with after-hours travel assistance for corporate clients. You’ll coach and guide a team, oversee operations, and drive process improvements while collaborating with leadership.

This remote role requires overnight and weekend work, strong Sabre knowledge, and the ability to manage complex itineraries. It offers growth into a Team Leader position in a fast-paced travel environment.

Qualifications

• A minimum of 12 months of experience within FCM in a business context.
• Minimum 2+ years of recent corporate travel management experience
• Advanced knowledge and practical experience using Sabre GDS
• Proven expertise managing complex domestic and international itineraries, ticketing, exchanges, and fare calculations
• Strong understanding of international travel requirements, global geography, airline rules, tariffs, and fare regulations
• Experience handling urgent, time-sensitive travel requests in a fast-paced environment
• Exposure to quality control processes and booking compliance standards
• Demonstrated leadership potential with mentoring, coaching, or supporting team development
• Strong knowledge of FCM platforms, systems, and operational processes
• Excellent organizational skills with the ability to manage multiple priorities and workflows
• Proven ability to drive process improvements and support operational efficiencies
• Strong communication, interpersonal, and conflict-resolution skills
• Ability to manage change effectively and support others through transitions
• Solutions-focused mindset with strong decision-making and problem-solving capabilities
• Commitment to delivering exceptional customer service and client satisfaction
• Alignment with FCM and FCTG values, systems, and philosophies
• High attention to detail and accuracy under pressure
• Reliable, high-speed internet connectivity required to support core job responsibilities

Responsibilities

• Support the Team Leader in providing direction, leadership, and vision for the Emergency Customer Care team
• Coordinate and monitor daily operations to ensure exceptional service delivery and adherence to service level agreements
• Partner with the Team Leader to identify and implement process improvements that enhance efficiency, quality, and client satisfaction
• Mentor, coach, and support team members through training, development, and ongoing performance guidance
• Lead onboarding and training initiatives, including Sabre, ticketing, operational processes, and customer service best practices
• Monitor phone activity, workflow distribution, and team productivity to maintain service excellence during after-hours operations
• Support scheduling, shift coverage, workload balancing, and time-off coordination based on business and client requirements
• Act as a key communication liaison between leadership and the team, ensuring alignment and transparency
• Foster a positive, collaborative, and accountable team culture while managing diverse personalities and conversations
• Generate reports, monitor performance metrics, and provide feedback to drive continuous improvement
• Assist with change management initiatives and support adoption of new processes and technologies
• Leverage knowledge of corporate travel operations to support decision-making
• Support consultants with complex itineraries, reroutes, exchanges, ticketing, fare interpretation, and emergency travel situations
• Ensure compliance with company policies, documentation standards, and quality control
• Maintain knowledge of airline rules, fare rules, industry updates, and travel requirements
• Represent the business professionally in client meetings and internal discussions
• Contribute innovative ideas to drive operational excellence and improved customer experiences
• Maintain effective communication with Travel Managers, Team Leaders, and stakeholders

Skills

Leadership

Coaching

Customer service

Organizational skills

Time management

Communication

Tools

Sabre GDS

Job description

Flight Centre Travel Group USA is hiring an Assistant Team Leader to support the Emergency Customer Care team with after-hours travel assistance for corporate clients. You’ll coach and guide a team, oversee operations, and drive process improvements while collaborating with leadership.

This remote role requires overnight and weekend work, strong Sabre knowledge, and the ability to manage complex itineraries. It offers growth into a Team Leader position in a fast-paced travel environment.