Flight Operations Agent L2

Job description

About the company At Nuitée, we are building the API backbone for the global travel industry. Founded in 2017, Nuitée is on a mission to transform a fragmented travel ecosystem with simple, scalable, and API-first infrastructure—think “Stripe for Travel.” By enabling seamless connectivity between hotels, OTAs, fintechs, super-apps, and businesses, some of which are entering the travel market for the first time, Nuitée empowers companies to deliver reliable travel products effortlessly. Our robust platform simplifies complex supplier networks, offering direct access to hotel inventory with better pricing, coverage, and technology. With teams across the globe, including hubs in London, New York, San Francisco, Palma de Mallorca and Casablanca, Nuitée has grown into a global infrastructure provider trusted by industry leaders like Hopper, Priceline, Google, and Uber. Now backed by leading VCs and world-class investors including leaders from Booking.com , Stripe, and Shopify, Nuitée is positioned to redefine the B2B travel market, streamline operations for hotels, and enable new applications through cutting-edge APIs. Nuitée is at the forefront of a revolution—delivering AI-powered, smarter, and more personalized travel experiences for a new era. Complex flight operations. Real ownership. Flight Operations Agent L2 📍 Barcelona, Spain | Hybrid | Full-time Most flight operations roles are about following procedures. This one is about applying your expertise. At Nuitée, our L2 Flight Operations team handles cases that require real operational judgment. When a booking can’t be resolved through standard workflows, that’s where you come in. You’ll work across GDS platforms, assess airline policies and operational risk, decide when Nuitée should intervene (and when it shouldn’t), and help build the processes behind a growing travel technology company. If you’re looking for a role where your experience genuinely influences decisions—not just execution, you’ll feel at home here. What you’ll be doing As a Flight Operations Agent L2, you’ll own cases that require experience, technical expertise and sound judgment. You’ll: • Manage escalated flight-servicing requests from our 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 the right resolution. • Decide whether Nuitée should process a request or whether the traveller should work directly with the airline. • Balance customer outcomes with operational and commercial risk. • Collaborate with Customer Support, Product, Engineering and Operations to improve processes and identify opportunities for automation. • Help build playbooks, documentation and best practices as the t