Flight Operations Agent L2 (Casablanca)

The Flight Operations Agent L2 is responsible for handling complex post-booking flight servicing requests that require technical expertise, operational judgment, and manual intervention. Acting as the escalation point for L1 Support, the L2 agent evaluates and executes booking modifications while ensuring compliance with airline policies, GDS procedures, and Nuitée’s operational guidelines.

This role requires a strong understanding of airline servicing, GDS workflows, and post-ticket processes. The successful candidate will be trusted to make informed decisions, assess operational risk, and determine when a case should be handled internally versus redirected to the airline.

Key Responsibilities

Flight Servicing & Case Resolution

• Manage escalated flight servicing requests received from L1 Support.
• Execute manual booking modifications, including:
• Involuntary schedule changes
• Name corrections
• Booking adjustments and re-accommodations

GDS & Airline Systems Management

• Work daily within GDS and airline platforms to manage and update bookings.
• Navigate complex booking scenarios across multiple suppliers and airline systems.
• Maintain a strong understanding of airline servicing procedures and industry best practices.
• Other post-booking servicing actions permitted by airline policies
• Review booking history, airline rules, and system information to determine the appropriate resolution path.
• Ensure all actions are executed accurately and documented correctly.

Operational Decision Making

• Assess servicing requests and determine whether Nuitée should intervene or whether the traveler should be redirected to the airline.
• Evaluate operational and commercial risk before executing booking changes.
• Apply sound judgment when handling cases where multiple resolution paths may be available.

Cross-Functional Collaboration

• Communicate case outcomes clearly to Customer Support and other internal stakeholders.
• Collaborate with Product, Engineering, and Operations teams to identify recurring issues and process improvements.
• Provide feedback on operational challenges, tooling limitations, and opportunities for increased efficiency.

Operational Excellence

• Maintain high levels of accuracy, quality, and consistency across all servicing activities.
• Follow established workflows, policies, and service standards.
• Contribute to the development of internal documentation, knowledge bases, and operational procedures.
• Support the onboarding and development of future team members as the function scales.
• Escalate exceptional situations when required while maintaining ownership of the case.

Required Qualifications

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

Nice to have

• Experience in online travel agencies (OTAs), travel management companies (TMCs), airlines, consolidators, or travel technology companies.
• Experience working with customer support platforms such as Zendesk or similar case-management tools.
• 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
• Attention to detail and accuracy
• Ownership and accountability
• Self-sufficiency
• Clear and professional communication
• Adaptability and resilience
• Ability to perform effectively under pressure