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Nuitée is building the API backbone for the global travel industry, serving as infrastructure for hotels, OTAs, fintechs, super-apps, and travel companies. The company is backed by leading VCs including investors from Booking.com, Stripe, and Shopify, with global teams across London, New York, San Francisco, Palma de Mallorca, and Casablanca.
As a Flight Operations Agent L2, you will handle escalated flight-servicing cases that require operational judgment and technical expertise. This is not a role focused on following procedures—it's about applying your expertise to complex, non-standard situations.
Key Responsibilities:
- Manage escalated flight-servicing requests from the L1 team
- Execute manual post-booking actions including involuntary schedule changes, ticket changes, reissues, refunds, name corrections, and re-accommodations
- Work directly in GDS platforms and airline systems to resolve complex cases
- Review fare rules, booking history, and airline policies to determine appropriate resolutions
- Make judgment calls on whether Nuitée should process a request or direct the traveler to the airline
- Balance customer outcomes with operational and commercial risk
- Collaborate with Customer Support, Product, Engineering, and Operations to improve processes and identify automation opportunities
- Help build playbooks, documentation, and best practices as the team grows
You'll solve problems like: completing complex GDS interventions across multiple fare rules and airline restrictions while minimizing operational risk; identifying whether recurring L2 issues stem from process gaps, tooling limitations, or automation opportunities.
The role offers real ownership—your expertise will directly influence decisions and help shape how Flight Operations evolves at Nuitée. You'll work in a fast-moving environment where processes continue to evolve, with rotating day, night, and weekend shifts.
Requirements:
- 5+ years of experience in flight operations, airline servicing, ticketing, or post-booking support
- Strong, hands-on experience with at least one major GDS (Sabre, Travelport/Galileo/Worldspan, or Amadeus)
- Personally handled complex servicing including schedule changes, ticket modifications, reissues, and refunds (not just reservations or ticket sales)
- Sound operational decision-making and ability to work independently
- Clear English communication, including case documentation and decision explanation; additional languages a plus
- Thrives in fast-moving environments where processes evolve
- Open to rotating day, night, and weekend shifts
Bonus: Experience with ADMs, ACMs, airline audits, or financial risk related to ticket servicing.
