Flight Operations Agent 2

Complex flight operations. Real ownership.

Flight Operations Agent L2

📍 Casablanca, Morocco | On-site | Full-time

Most flight operations roles are about following procedures.

This one is about applying your expertise.

At Nuitée, our L2 Flight Operations team handles the cases that require real operational judgment. When a booking can't be resolved through standard workflows, that's where you come in.

You'll work across GDS platforms, assess airline policies and operational risk, decide when Nuitée should intervene (and when it shouldn't), and help build the processes behind one of the fastest-growing travel technology companies in the industry.

If you're looking for a role where your experience genuinely influences decisions—not just execution—you'll feel at home here.

What you'll be doing

As a Flight Operations Agent L2, you'll own the cases that require experience, technical expertise, and sound judgment.

You'll:

• Manage escalated servicing requests from our L1 team.
• Execute manual booking modifications, including involuntary schedule changes, ticket changes, reissues, name corrections, re-accommodations, and other post-booking servicing actions.
• Work daily across GDS platforms and airline systems to resolve complex flight servicing cases.
• Review fare rules, booking history, and airline policies to determine the best resolution.
• Decide whether Nuitée should process a request internally or whether it should be redirected to the airline.
• Balance customer outcomes with operational and commercial risk.
• Collaborate with Customer Support, Product, Engineering, and Operations to improve processes and identify opportunities for automation.
• Help build playbooks, documentation, and best practices as our Flight Operations team continues to grow.

Why this role is different

This isn't a role where every answer already exists.

You'll be trusted to assess situations, make informed decisions, and own the outcome. Your expertise won't just resolve today's cases—it will help shape how our Flight Operations function evolves as we continue to scale globally.

If you enjoy solving problems, improving processes, and working in an environment where your ideas have real impact, you'll find plenty of opportunities here.

The kind of problems you'll solve

A passenger has been affected by an involuntary schedule change. The booking can technically be modified—but should Nuitée process it, or is the traveler better served by working directly with the airline?

A complex booking requires a manual GDS intervention involving multiple fare rules and airline restrictions. How do you complete the servicing accurately while minimizing operational risk?

The same type of flight servicing issue keeps being escalated. Is it a process issue, a tooling gap, or an opportunity to automate part of the workflow?

We're looking for someone who

• Has experience in flight operations, airline servicing, ticketing, or post-booking support (+5 years).
• Has strong hands-on experience with at least one major GDS, such as Sabre, Travelport (Galileo/Worldspan), or Amadeus.
• Has handled complex servicing scenarios including schedule changes, ticket modifications, reissues, refunds, and name corrections.
• Makes sound operational decisions and is comfortable working independently.
• Communicates confidently in Arabic, French, and English.
• Thrives in a fast-moving startup environment.
• Is open to rotating day, night, and weekend shifts.

Bonus points if you've worked with ADMs, ACMs, airline audits, or financial risk related to ticket servicing.

Ready to join us?

If you're looking for a role where your judgment matters as much as your technical expertise, and where you'll help build the next generation of Flight Operations, we'd love to meet you.