Air Desk Supervisor

WorldVia is seeking a highly experienced and dedicated Air Desk Supervisor to join our Air Services team. As an Air Desk Supervisor, you will play a crucial role in supporting our team and our travel agent members. Your expertise in airline ticketing, fare rules, and industry regulations will be essential in providing exceptional service and guidance to our members.

Responsibilities

• Supervise Air Team members, address member needs, and improve processes
• Handle complex air travel transactions, including exchanges, refunds, and reissues
• Provide expert advice on fare rules, penalties, and schedule changes
• Ensure adherence to company procedures, guidelines, and standards in ticketing PNRs
• Monitor and resolve support requests from members via phone, email, and chat
• Review and add commission contracts for international itineraries
• Assist back office with reconciling ARC documents and submitting IAR reports
• Stay updated on airline procedures and industry regulations

About WorldVia

WorldVia is one of the leading brands in the travel industry, known for its exceptional service and commitment to providing excellent travel experiences. As a part of our team, you will have the opportunity to work with a dynamic group of travel professionals and contribute to our continued growth and success.

Requirements

• Minimum of 7 years of experience in air ticketing and customer service within the travel industry
• Extensive knowledge of airline contracts, fare rules, and regulations
• In-depth understanding of airline reservation systems, such as Worldspan, Galileo and Sabre
• Strong problem-solving and decision-making skills
• Excellent communication and interpersonal skills
• Ability to multitask and prioritize in a fast-paced environment
• Detail-oriented and highly organized
• Ability to work independently and as part of a team
• Proficiency in using a CRM and documenting customer activity
• A strong understanding of back office systems, such as Trams
• Bachelor's degree in a relevant field or equivalent experience

Benefits

• Employer-Sponsored Medical and Dental Insurance with Employee Contribution
• Fully-Funded Life Insurance (1x salary) & LTD (Long-Term Disability Insurance)
• Optional Employee-Paid Vision Insurance and STD (Short-Term Disability Insurance)
• 401(k) with up to 4% Company Match
• Paid Time Off + Company Holidays
• Additional Time Off for Your Birthday and Work Anniversary
• Discount Travel Program

Our Team Members:

• Are fundamental optimists who believe that no industry compares to the travel industry.
• Go to extraordinary lengths to distinguish ourselves through world-class work.
• Prioritize quality over speed and speed over scope.
• Desire to work with deeply kind, mission-driven people.
• Strive to make the complex simple.
• Use first principles to debate ideas, test assumptions, and make decisions.
• Seek the truth by putting data above opinions.
• Assume good intent and give tactical feedback to help each other get better.
• Hold no ego—when our customers win, we all win.

We are seriously committed to your professional development and growth.

• You will set your own monthly goals aligned with our ambitious strategy.
• You will have our collective support in achieving significant wins—and personal coaching from your manager.
• You will be encouraged to take risks, try new things, and be creative with your work.
• You will have many opportunities to exchange and engage in feedback.
• You will be offered continual chances to stretch yourself and raise your own "bar."
• You will be rewarded for achieving excellence and mastery.