Customer Support Specialist

Fly My Group is hiring a Customer Support Specialist to provide clear, timely support for group airfare, airline reservations, ticketing, schedule changes, group traveler support, account service, and travel operations. This is a full-time, 100% remote position open to candidates based in Cincinnati, Ohio.

Responsibilities

• Respond to customer questions related to group airfare, airline reservations, ticketing, schedule changes, group traveler support, account service, and travel operations through phone, email, chat, or ticketing channels.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy; escalate complex or unresolved cases across group airfare and traveler operations.
• Follow up on open cases, promised actions, or missing information to ensure customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

$47,500 - $54,500 per year

Schedule

Full-time, 100% remote (Cincinnati, Ohio)