Nuitée

Flight Operations Agent L2 - Post-Booking Servicing

Casablanca

CDI / Temps pleinSur site1–3 ansAnglaisService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

Nuitée seeks an experienced Flight Operations Agent L2 to handle complex post-booking flight servicing requests. This escalation-level role requires deep expertise in GDS platforms (Sabre, Amadeus, Travelport, etc.), airline servicing procedures, and booking modifications. You'll make critical operational decisions, manage booking changes, and collaborate cross-functionally to improve processes. Based in Casablanca, this on-site position suits professionals with 1-3 years of airline or travel operations experience who thrive in fast-paced startup environments.

Vos missions

  • Manage escalated flight servicing requests and execute manual booking modifications including schedule changes, name corrections, and re-accommodations
  • Work within GDS and airline platforms to manage complex booking scenarios across multiple suppliers while ensuring accuracy and compliance
  • Assess servicing requests and determine whether Nuitée should intervene or redirect travelers to airlines, evaluating operational and commercial risk
  • Communicate case outcomes to internal stakeholders and collaborate with Product, Engineering, and Operations teams on process improvements
  • Maintain operational excellence through accurate documentation, knowledge base development, and support for team onboarding and scaling

Profil recherché

  • You have 1-3 years of hands-on experience in airline servicing, ticketing, or post-booking support
  • You are comfortable making independent decisions and assessing operational risk in complex scenarios
  • You thrive in fast-paced startup environments with evolving processes and priorities
  • You have strong attention to detail and excellent written communication skills

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About the Role

The Flight Operations Agent L2 handles complex post-booking flight servicing requests requiring technical expertise, operational judgment, and manual intervention. You will act as the escalation point for L1 Support, evaluating and executing booking modifications while ensuring compliance with airline policies, GDS procedures, and Nuitée's operational guidelines.

Main Responsibilities

  • Manage escalated flight servicing requests from L1 Support and execute manual booking modifications including involuntary schedule changes, name corrections, and re-accommodations
  • Work daily within GDS and airline platforms to manage bookings, navigate complex scenarios across multiple suppliers, and ensure accurate documentation
  • Assess servicing requests to determine whether Nuitée should intervene or redirect travelers to airlines, evaluating operational and commercial risk
  • Communicate case outcomes to Customer Support and collaborate with Product, Engineering, and Operations teams on process improvements
  • Maintain high accuracy and consistency across servicing activities, contribute to documentation and knowledge bases, and support team onboarding

Required Qualifications

  • Experience in flight operations, airline servicing, ticketing, or post-booking support
  • Hands-on experience with at least one major GDS platform (Sabre, Travelport, Amadeus, Galileo, or Worldspan)
  • Strong understanding of airline booking and servicing processes and experience managing complex flight-related cases
  • Strong decision-making, problem-solving, and written communication skills
  • Ability to work independently with minimal supervision in a fast-paced startup environment
  • Willingness to work shifts as operational requirements evolve

Nice to Have

  • Experience in OTAs, TMCs, airlines, consolidators, or travel technology companies
  • Experience with customer support platforms such as Zendesk
  • Familiarity with API-driven travel environments and modern travel technology platforms
  • Experience supporting high-volume B2B or B2B2C travel operations

Key Competencies

  • Technical expertise in flight servicing and airline operations
  • Strong operational judgment and attention to detail
  • Ownership, accountability, and self-sufficiency
  • Clear communication and ability to perform effectively under pressure

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