Client Service Team Lead | Remote | Luxury Travel

Client Service Team Lead | Remote | Luxury Travel FlyFlat helps founders, investors, and executives book international business and first‑class flights at unbeatable rates — often 30–80% below retail. The company combines proprietary booking methods with 24/7 white‑glove concierge service to make premium travel seamless. With a team of 66 people, backed by Bessemer Venture Partners, and $22M+ ARR, FlyFlat is growing fast and is committed to democratizing premium travel. 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 will lead a team of Client Service members while personally handling VIP and high‑complexity clients, owning the complete client journey from intake through delivery, coaching your team daily, and ensuring 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 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 Client Service Team Lead → Concierge Manager → Senior Manager → Associate Director. Promotions are based on performance. 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 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. Compensation & Benefits Base Salary: $1,200–$2,000 USD/month (based on geography and relevant experience) 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. #J-18808-Ljbffr