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.
FlyFlat Overview
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 one-way and last-minute flights saving our clients up to 80% off.
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 revolutionizing the way people travel. If you are a growth-minded professional with a passion for delighting luxury travel customers and closing sales, we invite you to apply for the Concierge II position and help us shape the future of luxury air travel.
Our Mission
Our mission is to empower travelers to fly comfortably and luxuriously at the lowest possible prices and to eliminate travel friction so our customers can live and work with more freedom and flexibility.
Recent Progress
FlyFlat is currently at a $14M run rate, and recently raised $1.85M in capital to help accelerate our growth. We have grown primarily by word of mouth to date and are now looking to massively increase our growth rate and get to $30M+ by the end of 2025, and become the household name for the way the world’s leading business owners and investors book and manage their luxury international travel.
Job Description
As a Concierge II at FlyFlat, you will play a pivotal role in driving our company's expansion and providing our top tier customer service, transforming as many travelers' lifestyles as possible. We are looking for someone motivated who can take the initiative to take the company's ideals to implement them in your every day work. Your mandate will be to work directly with high-quality leads and customers that we service, and work behind the scenes with our team to execute on requests and bookings.
Who You Are:
- You have a passion for international travel
- You are a strong communicator and tend well to customer needs
- You are eager to learn new skills
- You are results-driven and extremely proactive
- You have a strong analytical ability, are detail-oriented, and proficient with analytical tools
- You have 2+ years of experience directly dealing with 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 and are not afraid of being “on call”
Nice to have experience:
- You have successfully sold high-ticket ($3000+) items before
- You have successfully sold products to professional investors, top executives, CEOs, and wealthy people
- You know how to handle high-pressure situations
- 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:
- Working directly/assisting our Concierge I and Sabre agents
- Providing client service directly for VIPs which includes finding great business and first-class deals
- Problem-solving during high-pressure, time-sensitive situations
- 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
- Maintaining affiliate relationships and balances
- Running billing for credit card payments, authorizations, and refunds on credit card processing backend
- Working in tandem with the 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
- Client “saves” and “wins”
- Ease of collaboration with all FlyFlat team members
- Decreased training time for future concierge hires
- Saving Cameron Resnick (COO) and Maleeha Masih (Director of Concierge Services) time
Compensation
Extremely competitive base and commission
Hours, Time Off
FlyFlat values rest and everyone who works with the organization must 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 when a leader needs to step in, they will make themselves available to jump into action when needed.
