Email Support Specialist

Fly My Group is hiring an Email 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 throughout the United States.

Responsibilities

• Respond to written support requests involving group airfare, airline reservations, ticketing, schedule changes, group traveler support, account service, and travel operations, providing clear, accurate information using approved email, chat, or ticketing tools.
• 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

$45,000 - $52,500 per year

Schedule

Full-time, 100% remote position.