About the job
About Engine
At Engine, we’re revolutionizing business travel, making it more personalized, rewarding, and effortless. For too long, managing travel and expenses has been a tedious and fragmented process , we’re here to change that. We envision a future of travel that is seamless, powered by technology that delights customers at every turn. Our platform integrates corporate travel, a robust charge card, and advanced spend management into one cohesive solution.
To bring this vision to life, we are seeking exceptional, mission-driven individuals to help redefine how businesses manage and experience travel.
Over 20,000 companies trust Engine to support more than 1 million travelers and facilitate billions in annual bookings. With a positive cash flow and rapid growth, we combine exclusive Engine-only rates, industry-leading rewards, and smart automation to help businesses save money while providing world-class personalization and convenience.
Supported by Telescope Partners, Blackstone, and Permira, Engine has been recognized as one of the fastest-growing travel and fintech platforms in North America, receiving accolades such as the Deloitte Fast 500 and Built In’s Best Places to Work.
Your Mission:
As a vital member of the Engine team, you will thrive in an environment where innovation meets collaboration. Here’s what you will oversee:
- Deliver expert-level support and manage escalations from Member Support regarding flight operations, ticketing intricacies, and booking challenges.
- Employ your deep expertise in GDS (Amadeus) and NDC reservation systems to identify errors, rectify failures, and assist with complex bookings.
- Hold a comprehensive understanding of airline policies concerning schedule adjustments, voluntary changes, and Irregular Operations (IROPS) to facilitate timely and accurate decision-making.
- Work alongside internal teams and external airline partners to create and implement training and continuous learning initiatives for BPO staff.
- Maintain a thorough grasp of airline regulations, procedures, and industry standards to ensure compliance and operational precision.
- Analyze trends in escalations to pinpoint recurring issues and propose process enhancements or training requirements.
- Act as a liaison between BPO teams and operational stakeholders to optimize communication and elevate service quality.
- Document resolutions, workflows, and best practices to develop a knowledge base for ongoing team reference.
- Engage in cross-functional projects aimed at optimizing flight support.
