About Frontier:
At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. We have placed over 800 hires across 50 different US based startups and high growth companies.
About the client (FlyFlat):
FlyFlat is a luxury travel platform with the best deals in the world on long-haul, international, business, and first-class tickets. FlyFlat saves an average of 35% off retail prices and offers the biggest savings for ways and last-minute flights saving our clients up to 80% off.
We have built an extensive network of global travel partners that give us access to booking methods and inventory not available to the public largely through arbitraging credit card miles and points. When mileage deals aren’t available, we leverage proprietary hidden city fares, gift card arbitrage, and net fares to always save our clients money.
Since 2017, clients have been happy to return to FlyFlat for its excellence in customer service, follow-through, and top-notch execution in even the most last-minute of travel needs.
Joining FlyFlat means being part of a dynamic team dedicated to revolutionising the way people travel. If you are a growth-minded professional with a passion for driving customer acquisition and revenue growth, we invite you to apply for the Head of Growth position and help us shape the future of luxury air travel.
Role Overview
FlyFlat is seeking to hire someone with a passion for international travel as a senior concierge manager. Our entire team is remote across four continents and we all love to travel and take advantage of being on a remote team working from around the world. We intend for all team members to share this passion for the coming decades at FlyFlat!
In 2022 FlyFlat grew over 300% for the fifth year straight in terms of both revenue and gross profit due solely to word of mouth, closing the year with approximately $3.4M in revenue and $1M in gross profit. We are now seeking to add our first full-time engineering hire to:
The first steps for our senior concierge manager after joining the team will be to train to be a concierge while doing a thorough analysis of the FlyFlat product and service for how to improve our ability to serve customers. We then expect beginning to serve customers directly roughly one month into the job and being able to manage our concierge team independently 90 days into the job.
Reports To: Chief Operating Officer of FlyFlat
Direct Reports: A team of 10 and growing concierges.
Who You Are:
- You have a passion for international travel
- You are hacker in all aspects of life
- 2+ years of experience in the management of travel agents or concierges, or of similar professionals in the travel industry
- You are results-driven and extremely proactive
- You have a strong analytical ability, are detail-oriented, and proficiency with analytical tools
- You have 2+ years experience directly dealing customers via email, sms, and chat apps
- You are uber-responsive to emails, WhatsApp messages, and Telegram messages in your personal and professional life
- You take an ownership mentality to your work
Nice to have experience:
- Hidden city ticketing experience
- Hub city/Repositioning flight booking experience
- You have experience with early stage, high growth startups, operating with lean and efficient teams.
- Significant personal international travel experience
- Strong knowledge of credit points and airline mileage programs
Job Duties:
- Managing our concierge team
- Providing client service directly for VIPs which includes finding great business and first class deals
- Problem solving during high-pressure, time-sensitive situations
- Recruiting concierges and concierge managers as the business grows, playing a part in vetting all potential concierge candidates
- Owning the client experience. Maintaining and continuing to develop a strong brand for both existing customers and potential customers and improving our process docs and training docs to our service is always getting better
- Running billing for credit card payments, authorizations, refunds on Stripe backend
- Working in tandem with accounting team for end of month billing and reporting
Metrics for success:
- Increase in gross profit generally and especially when you are on shift
- Increase in conversion rate on parts of our online funnel you directly service or those you are managing are servicing
- Ease of collaboration with all FlyFlat team members
- Successful concierge and concierge manager hires where you are part of the hiring process
- Decreased training time for future concierge hires
- Saving Cameron Resnick, FlyFlat’s COO and current sole Senior Concierge Manager time
Compensation : $1,500 - $2,000.
Hours, Time Off
FlyFlat values rest and it is important that everyone that works with at the organization to have meaningful time to rest and recharge. We are big believers in always seeking to work smarter rather than working harder and want the incentives of this job to align with that philosophy.
Keeping this in mind, we are a 24/7 business that requires dedicated personnel to keep our clients feeling our difference no matter where in the world they’re coming from. The expectation for this position is that in times where a leader needs to step in, they will make themselves available to jump into action when needed.
