Team Lead - Luxury Travel Operations

About Frontier:

At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. We have placed over 800 hires across 50 different US based startups and high growth companies.

About FlyFlat

3080% below retail

Bessemer Venture Partners

Our mission is to democratize premium travel and make first class accessible to those shaping the world.

speed, accuracy, and sophistication

The Role

luxury travel professional

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 35 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 teams 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

  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.
• Proven 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 the Process Management team to improve workflows.
• Quarterly reviews with clear feedback and a 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:

95%+ SLA adherence

Within 612 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.

Compensation & Benefits

Base Salary:

Benefits:

• Travel perks: Access to FlyFlat's at-cost booking for personal travel.
• Clear career path with merit-based progression.
• Performance-based salary increases as you advance.
• Global collaboration with talented teams.