Responsibilities:

Client Engagement & Luxury Travel Support

• Assist high-value clients in booking first-class and business-class flights, ensuring best-in-market deals.
• Provide white-glove customer service tailored to VIP travelers.
• Solve problems in high-pressure, time-sensitive situations, ensuring seamless travel experiences.
• Own the client experience by building long-term relationships and developing FlyFlat’s brand reputation.

Operations & Collaboration

• Work closely with Concierge I team members and Sabre agents to fulfill client requests.
• Maintain and optimize affiliate relationships and balances.
• Process billing, credit card payments, authorizations, and refunds.
• Collaborate with the accounting team on end-of-month billing and reporting.

Process Improvement & Brand Development

• Enhance customer service workflows, ensuring a consistently exceptional client experience.
• Improve internal process documentation and training materials to streamline operations.
• Contribute to the growth and refinement of FlyFlat’s luxury travel offerings.

Qualifications

• Passion for international travel and luxury experiences.
• 2+ years of experience directly dealing with customers via email, SMS, and chat apps.
• Strong customer service and communication skills, with an ability to manage VIP clients.
• Highly responsive to emails, WhatsApp, and Telegram messages.
• Ability to work independently and handle high-pressure situations.
• Strong analytical ability, attention to detail, and proficiency with analytical tools.

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Responsibilities:

End-to-End Product Design

• Lead design across FlyFlat’s booking platform and internal tools, owning the full design lifecycle from discovery to polished UI.
• Conduct user research and testing to inform product direction and iterate on solutions.
• Translate complex systems into intuitive, user-centered experiences.
• Develop and maintain a coherent design system and visual identity across all touchpoints.

Cross -Functional Collaboration

• Work directly with the Head of Product, Head of Growth, CEO, and cross-functional teams to align design with product vision.
• Partner with Sales and Growth teams to create product-aligned assets that support the full user journey.
• Help foster a culture of design excellence and customer-centric thinking across the company.

Strategic Leadership & Impact

• Shape product vision, strategy, and design culture from an early stage.
• Take a proactive approach to problem-solving, pushing forward bold ideas that contribute to FlyFlat’s scaling efforts.
• Serve as a design leader and hands-on contributor in a fast-growth startup environment

Qualifications

Required

• 5+ years of experience designing and shipping high-quality digital products.
• Proven experience designing complex systems and simplifying them for great user experience.
• Strong proficiency with Figma and at least one modern prototyping/collaboration tool that leverages AI.
• Ability to own the full design process—from research and wireframes to high-fidelity interaction design.
• Deep understanding of user-centered design principles, interaction design, and visual hierarchy.
• Excellent written and verbal communication skills to present design rationale across stakeholders.

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