Concierge Manager | Remote | Luxury Travel Leadership 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 an experienced luxury service leader who wants to build world-class operations and scale their impact in a fast-growing company. You'll own shift-level operations across four core functions: Client Service, Ticketing, Trip Fulfillment, and Process Management. You'll lead Team Leads who manage specialists, ensure every client receives five-star treatment, and build systems that make excellence repeatable and scalable. What you'll do: Lead and Develop Your Team Manage 3-4 Team Leads across all concierge functions Provide daily coaching, feedback, and support to develop their judgment and leadership Build a culture where ownership, precision, and empathy are balanced with speed and quality Conduct regular reviews to support team member growth and performance Own Shift Operations Direct all client-facing operations during your shift with real-time decision-making Allocate resources, manage escalations, and resolve complex issues with calm confidence Ensure seamless handovers between shifts- nothing falls through the cracks Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management Deliver Exceptional Client Experiences Own the end-to-end client journey for your shift- every request, quote, booking, and follow-up Personally handle VIP clients and high-complexity situations requiring senior judgment Ensure clients receive timely updates, proactive solutions, and service exceeding expectations Turn service recovery moments into opportunities that strengthen client relationships Drive Process Excellence Submit at least 2 documented process improvements per month that increase efficiency or quality Spot patterns in client feedback, system inefficiencies, and team performance- then solve them systematically Partner with Process Management and other teams to streamline workflows Use data to make decisions, validate improvements, and track impact Collaborate Across FlyFlat Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shift Represent the voice of both clients and your team in strategic discussions Contribute insights that shape how we grow globally while maintaining service quality What You Bring Must have: 4+ years in luxury travel, hospitality, or high-touch service operations - Apply even if you don’t have all the experience but are confident in your skillset 2+ years in a leadership or management role- you've coached teams, not just managed tasks Strong GDS proficiency, ideally Sabre- you're comfortable with fare rules, complex routing, and ticketing Data-driven approach- you use metrics to spot trends and improve performance Excellent written and verbal communication- you can coach with clarity and write polished client messages Calm under pressure- when everything hits at once, you're the steady presence Nice to have: Experience with international business/first-class bookings or award travel programs Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platforms Track record of building or improving operational processes, SOPs, or training programs Experience managing remote, global teams Background in luxury hospitality brands (hotels, premium concierge services) You 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. What Makes You Stand Out You've turned around an underperforming team or operation (and can show the metrics) You're known as the manager people want to work for because you make them better You have a reputation for spotting issues before they become problems You think in systems but lead with empathy- process without people is just bureaucracy You're comfortable being hands-on when needed while developing others to take ownership Why FlyFlat Clear growth path Your progression: Concierge Manager Senior Concierge Manager Associate Director Director. We promote from within based on demonstrated performance and impact, not politics or tenure. Build, don't just maintain We're implementing our concierge framework and career systems right now. You're not inheriting a rigid legacy system- you're helping shape how FlyFlat's operations scale globally. Your insights will directly influence how we work. Real support We hire proficient people- you won't be carrying underperformers Regular reviews with clear metrics and feedback Head of People who understands operations and partners with you Process Management team dedicated to making your job easier Work-life balance Predictable scheduling- you'll know your shift in advance Proper handovers- the next manager gets everything they need Global team- talented colleagues across continents Merit-based performance incentives Learn while you lead Advanced travel optimization strategies used by elite professionals How to lead global teams with shared metrics and real-time decision-making Cross-functional collaboration with Product, Engineering, and Operations Operational leadership at a venture-backed company growing 5x year-over-year What Success Looks Like First 90 days: Learn our systems and tools (Sabre, Asana, Periskope, booking platforms), lead shifts independently with 95%+ SLA adherence, begin coaching Team Leads effectively, and identify your first improvement opportunities. Within 6-12 months: Consistently deliver 95%+ SLA and 98%+ accuracy, achieve strong team sentiment scores (8/10+), lead at least one initiative that measurably improves client satisfaction or efficiency, and develop strong relationships with frequent travelers. 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 drive to learn. What we care about most: Have you led teams or operations in a high-touch service environment? Do you have a track record of meeting or exceeding operational targets? Can you coach, give feedback, and develop others? Are you excited about building something excellent from the ground up? If yes, we want to hear from you. Why You'll Love This Role This is perfect for someone who: Wants to work directly with founders, investors, and global business leaders Sees themselves at FlyFlat for years, building toward senior leadership Takes pride in building something excellent Values both high performance and sustainable work practices Wants to lead a high-performing team that thrives on excellence and accountability 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.
Concierge Manager | Remote | Luxury Travel Leadership 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 an experienced luxury service leader who wants to build world-class operations and scale their impact in a fast-growing company. You'll own shift-level operations across four core functions: Client Service, Ticketing, Trip Fulfillment, and Process Management. You'll lead Team Leads who manage specialists, ensure every client receives five-star treatment, and build systems that make excellence repeatable and scalable. What you'll do: Lead and Develop Your Team Manage 3-4 Team Leads across all concierge functions Provide daily coaching, feedback, and support to develop their judgment and leadership Build a culture where ownership, precision, and empathy are balanced with speed and quality Conduct regular reviews to support team member growth and performance Own Shift Operations Direct all client-facing operations during your shift with real-time decision-making Allocate resources, manage escalations, and resolve complex issues with calm confidence Ensure seamless handovers between shifts- nothing falls through the cracks Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management Deliver Exceptional Client Experiences Own the end-to-end client journey for your shift- every request, quote, booking, and follow-up Personally handle VIP clients and high-complexity situations requiring senior judgment Ensure clients receive timely updates, proactive solutions, and service exceeding expectations Turn service recovery moments into opportunities that strengthen client relationships Drive Process Excellence Submit at least 2 documented process improvements per month that increase efficiency or quality Spot patterns in client feedback, system inefficiencies, and team performance- then solve them systematically Partner with Process Management and other teams to streamline workflows Use data to make decisions, validate improvements, and track impact Collaborate Across FlyFlat Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shift Represent the voice of both clients and your team in strategic discussions Contribute insights that shape how we grow globally while maintaining service quality What You Bring Must have: 4+ years in luxury travel, hospitality, or high-touch service operations - Apply even if you don't have all the experience but are confident in your skillset 2+ years in a leadership or management role- you've coached teams, not just managed tasks Strong GDS proficiency, ideally Sabre- you're comfortable with fare rules, complex routing, and ticketing Data-driven approach- you use metrics to spot trends and improve performance Excellent written and verbal communication- you can coach with clarity and write polished client messages Calm under pressure- when everything hits at once, you're the steady presence Nice to have: Experience with international business/first-class bookings or award travel programs Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platforms Track record of building or improving operational processes, SOPs, or training programs Experience managing remote, global teams Background in luxury hospitality brands (hotels, premium concierge services) You 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. What Makes You Stand Out You've turned around an underperforming team or operation (and can show the metrics) You're known as the manager people want to work for because you make them better You have a reputation for spotting issues before they become problems You think in systems but lead with empathy- process without people is just bureaucracy You're comfortable being hands-on when needed while developing others to take ownership Why FlyFlat Clear growth path Your progression: Concierge Manager Senior Concierge Manager Associate Director Director. We promote from within based on demonstrated performance and impact, not politics or tenure. Build, don't just maintain We're implementing our concierge framework and career systems right now. You're not inheriting a rigid legacy system- you're helping shape how FlyFlat's operations scale globally. Your insights will directly influence how we work. Real support We hire proficient people- you won't be carrying underperformers Regular reviews with clear metrics and feedback Head of People who understands operations and partners with you Process Management team dedicated to making your job easier Work-life balance Predictable scheduling- you'll know your shift in advance Proper handovers- the next manager gets everything they need Global team- talented colleagues across continents Merit-based performance incentives Learn while you lead Advanced travel optimization strategies used by elite professionals How to lead global teams with shared metrics and real-time decision-making Cross-functional collaboration with Product, Engineering, and Operations Operational leadership at a venture-backed company growing 5x year-over-year What Success Looks Like First 90 days: Learn our systems and tools (Sabre, Asana, Periskope, booking platforms), lead shifts independently with 95%+ SLA adherence, begin coaching Team Leads effectively, and identify your first improvement opportunities. Within 6-12 months: Consistently deliver 95%+ SLA and 98%+ accuracy, achieve strong team sentiment scores (8/10+), lead at least one initiative that measurably improves client satisfaction or efficiency, and develop strong relationships with frequent travelers. 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 drive to learn. What we care about most: Have you led teams or operations in a high-touch service environment Do you have a track record of meeting or exceeding operational targets Can you coach, give feedback, and develop others Are you excited about building something excellent from the ground up If yes, we want to hear from you. Why You'll Love This Role This is perfect for someone who: Wants to work directly with founders, investors, and global business leaders Sees themselves at FlyFlat for years, building toward senior leadership Takes pride in building something excellent Values both high performance and sustainable work practices Wants to lead a high-performing team that thrives on excellence and accountability 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.
Client Service Team Lead | 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 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 & Optimization Personally handle VIP, B2B, Investor, and Premier clients requiring industry experience and escalation tactics Master complex travel optimization using award programs, creative routing, and premium fare strategies Build polished quotes with clear reasoning, value explanations, and trade-off analysis Maintain 95%+ SLA adherence and 98%+ quote accuracy across your team's work Team Leadership Lead and coach 3-5 Client Service Members with daily feedback and real-time problem-solving Supervise all client searches and communications during your shift Run weekly team reviews to improve search quality and communication Identify when team members need support or are ready for more complex work Operational Excellence Ensure seamless handovers between teams and shifts Collaborate with Ticketing and Trip Fulfillment on bookings and confirmations Propose search optimizations and training improvements Handle escalations with empathy and confidence What You Bring Must have: 3+ years in luxury travel, premium concierge, or high-touch client service Deep expertise with Sabre GDS- you're proficient in flight search, fare rules, and creative routing Experience with mileage programs and premium booking methods Excellent written communication- your quotes are clear, polished, and reflect luxury standards Track record of meeting 95%+ SLA or quality standards Leadership or mentoring experience- you've coached others, even informally Calm under pressure- you prioritize effectively when requests pile up Nice to have: Background in luxury hospitality or high-end concierge services Experience with VIP or high-net-worth clients Familiarity with workflow tools, mileage platforms, or CRM systems Passion for travel and miles & points optimization You 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 FlyFlat Clear 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 support Lead capable people who want to grow Partner with your Concierge Manager on team development Work with Process Management team to improve workflows Quarterly reviews with clear feedback and development focus Work-life balance Predictable scheduling- you'll know your shift in advance Clean transitions between shifts Global team- talented colleagues across continents What Success Looks Like First 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 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 Why You'll Love This Role This is perfect for someone who: Wants to work with founders, investors, and global business leaders Sees themselves at FlyFlat for years, building toward management roles Takes pride in delivering exceptional experiences and developing others Values coaching and building team capability Wants to master advanced travel optimization strategies 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.
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.