Flight Operations Agent L2 (Casablanca)

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. The Flight Operations Agent L2 is responsible for handling complex post-booking flight servicing requests that require technical expertise, operational judgment, and manual intervention. Acting as the escalation point for L1 Support, the L2 agent evaluates and executes booking modifications while ensuring compliance with airline policies, GDS procedures, and Nuitée’s operational guidelines. This role requires a strong understanding of airline servicing, GDS workflows, and post-ticket processes. The successful candidate will be trusted to make informed decisions, assess operational risk, and determine when a case should be handled internally versus redirected to the airline. Key Responsibilities Flight Servicing & Case Resolution Manage escalated flight servicing requests received from L1 Support. Execute manual booking modifications, including: Involuntary schedule changes Name corrections Booking adjustments and re-accommodations GDS & Airline Systems Management Work daily within GDS and airline platforms to manage and update bookings. Navigate complex booking scenarios across multiple suppliers and airline systems. Maintain a strong understanding of airline servicing procedures and industry best practices. Other post-booking servicing actions permitted by airline policies Review booking history, airline rules, and system information to determine the appropriate resolution path. Ensure all actions are executed accurately and documented correctly. Operational Decision Making Assess servicing requests and determine whether Nuitée should intervene or whether the traveler should be redirected to the airline. Evaluate operational and commercial risk before executing booking changes. Apply sound judgment when handling cases where multiple resolution paths may be available. Cross-Functional Collaboration Communicate case outcomes clearly to Customer Support and other internal stakeholders. Collaborate with Product, Engineering, and Operations teams to identify recurring issues and process improvements. Provide feedback on operational challenges, tooling limitations, and opportunities for increased efficiency. Operational Excellence Maintain high levels of accuracy, quality, and consistency across all servicing activities. Follow established workflows, policies, and service standards. Contribute to the development of internal documentation, knowledge bases, and operational procedures. Support the onboarding and development of future team members as the function scales. Escalate exceptional situations when required while maintaining ownership of the case. Required Qualifications Experience in flight operations, airline servicing, ticketing, or post-booking support. Hands-on experience working wi…