Job description

Our Vision

We believe in a world where travel companies can innovate freely, growing and accelerating their business, while delivering the experience travelers want and the change the industry needs.

FLYR is a technology company that unlocks freedom to innovate for the travel industry – eliminating legacy constraints to enable real-time decision making and create the experiences travelers seek. With FLYR, businesses are able toquickly unlock modern retailing capabilities, improve revenue performance and modernize the e-commerce experience.

Flight Itinerary (About The Role)

As a Product Support Manager in the IT airline industry, you will oversee the entire L1/L2 support team, ensuring seamless operations, exceptional customer satisfaction, and adherence to SLAs. This role requires a combination of technical expertise, strategic leadership, and strong communication skills to lead a team that supports mission-critical airline applications. You will drive process improvements, mentor team leaders and specialists, and act as a key point of contact for internal and external stakeholders. If you are passionate about operational excellence, team development, and delivering high-quality support services, this position offers an impactful and rewarding opportunity.

Please note that we require advanced English level for this position. This is a remote opportunity with 10am-6pm (GMT-5) working hours.

What Your Journey Will Look Like (Responsibilities)

Lead, mentor, and develop a team of Team Leaders and Application Support Specialists to ensure a high-performing and motivated support organization.
Conduct regular performance reviews and provide constructive feedback to drive individual and team growth.
Foster a collaborative and inclusive team culture, emphasizing continuous learning and improvement.
Managing and driving High/Critical severity incidents with L1/L2 and Engineering teams.
Oversee the day-to-day operations of the support team, ensuring timely resolution of incidents and compliance with SLAs.
Monitor and analyze team performance metrics to identify areas for improvement and implement effective solutions.
Develop and maintain processes for incident management, escalation, and knowledge sharing.
Serve as the primary point of contact for major customer accounts, ensuring high levels of satisfaction and alignment with customer expectations.
Collaborate with Account Managers to manage customer communications and incident reporting.
Lead post-incident reviews and present findings to customers and leadership, ensuring transparency and accountability.
Develop and execute strategic initiatives to enhance support operations, including automation, tool implementation, and workflow optimization.
Collaborate with engineering, product, and data teams to address recurring issues and propose product enhancements.
Drive onboarding processes for new customers and ensure seamless integration into the support environment.
Manage team schedules, including PagerDuty rotations, to ensure ²⁴⁄₇ coverage and workload balance.
Prepare detailed SLA and performance reports for leadership, identifying trends and proposing action plans.
Coordinate training programs to upskill team members and align with evolving technology and industry standards.

What To Pack For This Trip (Qualifications)

5+ years of experience in application support or IT service management, including 2+ years in a leadership role.
Bachelor’s degree in computer science, information technology, business management, or a related field (or equivalent experience).
Extensive knowledge of any ITSM tool (eg. Jira / Azure DevOps / Service NOW). Preferred Jira experience.
Strong understanding of the software development lifecycle and its impact on support operations.
Proven ability to lead and develop diverse teams in a fast-paced, ²⁴⁄₇ environment.
Exceptional problem-solving skills with a strategic and customer-focused mindset.
Experience in managing SLAs, performance metrics, and incident management processes.
Excellent communication and interpersonal skills, capable of engaging with technical and non-technical stakeholders.
Strong organizational and decision-making abilities, especially under pressure.
Proficiency in creating and analyzing reports to drive insights and improvements.
Good English written and verbal communication skills.

Optional Carry-On (Preferred Qualifications)

Knowledge of the airline industry processes and systems.
ITIL or related certifications.
Experience with cloud computing platforms and observability tools.

First-Class Amenities

Indefinite-term contract
Private Medical Insurance
Sodexo Food vouchers
Bonus for extralegal transport
22 days of vacation
Internal technology training and tech sessions
Team building events

Our Commitment to Equality

Here at FLYR, we’re committed to growing with intention, having our teams better reflect the world around us. We strive to create an environment of inclusion and even more importantly, belonging, where psychological safety, empathy, and human connection are at the center of our leadership principles. Not only does this enable us to create better products and have a better work environment, it’s good for the bottom line and it’s the right thing to do.

FLYR provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetics, marital or veteran status. In addition to federal law requirements, FLYR complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates.

Privacy Policy

All applicants, including those based in California or the EU, are encouraged to review our Privacy and Cookie Policy.

#LI-Hybrid

Manager, Product Support