Travel Experience Lead: Airline & Cruise Support

Metropolis Technologies; Orlando (FL); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Health & Wellness

Rest & Recharge

Paid Holidays

Job summary

Metropolis Technologies in Orlando is seeking an Airline and Cruise Support Specialist to be the face of the Recognition Economy for travel partners. You will manage check-in for airline reservations, verify documents, and serve as the primary problem-solver for cruise line representatives.

This isn’t just a support role—it’s an owner of the customer experience. You’ll diagnose technical issues, implement real-time solutions, and ensure a frictionless journey from pier to plane while producing

Qualifications

• Natural leader with initiative and ownership mentality.
• Calm under pressure with creative problem-solving.
• Clear, empathetic written and verbal communication.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Ability to stay organized and manage workflows effectively.
• Proficient with Excel and Google Workspace.
• Flexible schedule including mornings, evenings, weekends and holidays.
• Travel industry experience is a plus.

Responsibilities

• Drive the Experience: Manage the check-in process for cruise passengers, ensuring all travel documentation is accurate and compliant.
• Solve with Agility: Answer incoming technical requests, analyze issues quickly, and implement solutions to keep operations moving.
• Empower Partners: Support cruise line representatives to ensure airline check-in services are provided efficiently and professionally.
• Own the Workflow: Use our ticketing system to track requests, process email inquiries, and elevate incidents to higher-level support when necessary.
• Maintain Precision: Create and distribute daily reports to airlines, the TSA, CBP, and other government agencies with 100% accuracy.
• Build the Knowledge Base: Document resolutions from successful requests to help the team improve and iterate on our processes.
• Communicate with Impact: Provide consistent follow-ups to ensure all representatives are informed of new procedures, customer needs, and company actions.

Skills

Leadership

Problem-solving

Communication

Detail-oriented

Organized

Tech-savvy

Flexible

Travel awareness

Tools

Microsoft Excel

Google Workspace

Job description

Metropolis Technologies in Orlando is seeking an Airline and Cruise Support Specialist to be the face of the Recognition Economy for travel partners. You will manage check-in for airline reservations, verify documents, and serve as the primary problem-solver for cruise line representatives.

This isn’t just a support role—it’s an owner of the customer experience. You’ll diagnose technical issues, implement real-time solutions, and ensure a frictionless journey from pier to plane while producing