Full-Time
Member Support Flights Lead
Posted on 9/8/2026
Engine
201-500 employees
Business lodging platform with exclusive rates
Compensation Overview
$50.6k - $70k/yr
Remote in USA
Remote
 Customer Experience & Support (1) |
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- Proven experience supporting flight operations or airline booking teams, preferably within an online travel agency or travel management company environment.
- Advanced proficiency in Amadeus Global Distribution System; familiarity with other Global Distribution System platforms such as Sabre and Galileo and with various New Distribution Capability reservation systems is a plus.
- Strong understanding of airline ticketing rules, fare constructions, refunds, exchanges, and industry regulations.
- Knowledge of airline policies on schedule changes, voluntary changes, and Irregular Operations.
- Ability to handle complex escalations calmly and efficiently.
- Ability to collaborate across teams and drive training and development initiatives.
- Strong attention to detail, communication, and documentation skills.
- Ability to work in a fast-paced, dynamic environment with evolving priorities.
- Ability to work a flexible, modified schedule that regularly includes overnight shifts and weekends to support 24/7 operations.
- Provide expert-level support and handle escalations from Member Support related to flight operations, ticketing complexities, and booking issues.
- Use in-depth knowledge of the Amadeus Global Distribution System and New Distribution Capability reservation systems to troubleshoot errors, resolve failures, and assist with complex bookings.
- Maintain comprehensive knowledge of airline policies surrounding schedule changes, voluntary changes, and Irregular Operations to support timely and accurate decision-making.
- Collaborate with internal teams and external airline partners to develop and deliver training and continuous learning initiatives for business process outsourcing staff.
- Maintain comprehensive knowledge of airline rules, procedures, and industry standards to ensure compliance and operational accuracy.
- Analyze escalation trends to identify recurring issues and recommend process improvements or training needs.
- Serve as a liaison between business process outsourcing teams and operational stakeholders to streamline communication and enhance service quality.
- Document resolutions, workflows, and best practices to build a knowledge base for ongoing team reference.
- Participate in cross-functional projects aimed at optimizing flight support operations and enhancing customer experience.
- Familiarity with Sabre, Galileo, and other Global Distribution System platforms.
- Familiarity with various New Distribution Capability reservation systems.
- Experience supporting flight operations or airline booking teams within an online travel agency or travel management company environment.
Hotel Engine serves businesses by managing lodging through a single platform that offers exclusive rates at over 700,000 hotels worldwide. Companies can book and manage all their lodging without contracts, commitments, or minimum spend, making it accessible for businesses of any size. Revenue comes from negotiated exclusive rates tied to booking volume, enabling discounts while sustaining profitability. The product’s strengths are its ease of use and responsive customer service, helping transform complex corporate travel into a simple, manageable process. The company aims to help organizations save money and time on lodging, streamline travel management, and scale their lodging programs across North America.
Company Size
201-500
Company Stage
Series C
Total Funding
$221M
Headquarters
Glendale, California
Founded
2013
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Simplify's Take
What believers are saying
- Salesforce reported Eva cut average handle time 15% and resolved half of support autonomously.
- Trimble's 800,000 North American customers adopted Omni in July 2026, expanding distribution fast.
- Conference USA named Engine its official travel partner on January 28, 2026, validating enterprise trust.
What critics are saying
- Moises Albines v. HotelEngine, Inc. and Figueroa v. HotelEngine, Inc. expose wage and discrimination liabilities.
- Engine's free APIs and partner integrations compress margins while competitors copy workflow-embedded travel booking.
- A failed AI booking rollout at Options Travel by August 2026 damages Engine's TMC expansion.
What makes Engine unique
- Engine owns 900,000+ hotels and embeds booking inside Concur and Trimble workflows.
- Engine X launched March 10, 2026, giving SMBs corporate-card rewards without annual fees.
- Engine acquired Options Travel July 31, 2026, building an AI-native TMC booking stack.
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Benefits
401(k) Company Match
Company Equity
Hybrid Work Options
Performance Bonus
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↓ -12%Engine has acquired Options Travel, a corporate travel management company with over 30 years of experience. Options Travel will continue operating independently under its current leadership, with all employees joining Engine. The acquisition follows nine months of collaboration, during which Engine identified significant technology gaps in the travel management company sector. Engine is now developing an AI-native online booking tool for the industry, featuring booking, payments, reporting, and customer management in a single dashboard. The new platform reduces booking times to 2.5 minutes, compared to the industry average of nearly 15 minutes. According to the Global Business Travel Association, nearly a third of corporate travel buyers are reconsidering their travel management company this year, primarily due to outdated technology rather than service quality. Engine will demonstrate the new platform at the GBTA Convention in Chicago from 3–5 August.
Engine, a travel and spend management platform, has launched Omni, a free hotel booking API that allows companies to integrate Engine's booking capabilities into their own platforms. The API provides access to over one million properties worldwide with sub-second search performance, real-time rates and 24/7 support. Trimble, a global industrial technology company, is the first adopter, integrating Omni into Trimble Places, Trimble Road Call and Trimble CoPilot. These solutions serve nearly 800,000 customers across North America, primarily truck drivers who will gain seamless hotel booking access within their existing tools. Engine, backed by Telescope Partners, Blackstone, Elefund and Permira, serves over one million travellers and 30,000 businesses. The Omni integration with Trimble Places is currently available in North America, with other integrations expected soon.
Engine, a business travel platform serving over one million travellers, has expanded its collaboration with Salesforce, deploying Agentforce and Slack to manage complex travel operations. The company now handles over 800,000 annual customer support cases, with 50% resolved autonomously by its AI agent Eva. Engine built Eva using Agentforce Vibes in just 12 days. The system handles complex tasks like modifying group bookings and has reduced average handle time by 15% whilst improving customer satisfaction scores. Slackbot serves as the interface, enabling sales teams to access real-time traveller intelligence and reduce research time by 40%. The platform processes thousands of daily trip modifications, with group travel doubling over the past year and 80% of trips booked within seven days of departure. Engine's deployment is built on Salesforce's Data 360 and Trust Layer.
Engine, a business travel platform serving over one million travellers, has integrated with SAP Concur to expand hotel inventory and streamline expense reporting for corporate travel. The integration makes Engine's network of more than 900,000 global hotel properties available to Concur Travel users via Hotel Connector. Business travellers can now access Engine's hotel inventory and rates through the Concur Travel interface, with bookings processed seamlessly whilst maintaining existing workflows. Companies retain full visibility and control over travel spend within policy. For Engine customers using Concur Expense, the integration automatically transfers receipts from Engine's booking platform to SAP Concur, eliminating manual uploads and reconciliation. Both the Hotel Connector and Concur Expense integrations are now live and available to eligible users.
Engine, a booking platform, has grown into a multi-billion-dollar business, valued at $2.1 billion after a $140 million Series C funding round in 2024. Originally a side project of Travelers Haven, Engine now offers hotel, flight, and car rental bookings. It targets unmanaged SME travel programs, earning revenue through transaction fees and optional products like "Flex" and "FlexPro." Engine has expanded its workforce from 700 to over 1,000 employees this year and is focusing on group travel and sales efforts.