FCM - Assistant Team Leader (ECC Team) - Remote, USA

Assistant Team Leader (ECC Team)

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.

Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

Established in June 2004, FCM has been named World’s Best Travel Management Company for eight years running at the World Travel Awards.

To learn more about FCM please click HERE

About the Opportunity

We're looking for an Assistant Team Leader (ATL) to support our Emergency Customer Care (ECC) team, helping deliver exceptional after-hours travel support to corporate clients while fostering team growth, engagement, and operational excellence.

In this key developmental leadership role, you'll partner closely with the Team Leader to provide guidance, coaching, and operational support to a team of Emergency Corporate Travel Consultants. You'll combine your expertise in corporate travel and customer service with leadership capabilities to drive performance, develop team talent, and ensure seamless support during urgent and complex travel situations.

This role serves as a steppingstone toward a Team Leader position, offering valuable leadership experience in a fast-paced, client-focused environment.

**Please note that this is a remote after-hours position that requires working overnights, weekends, and holidays**

This position requires flexible hours and shift availability as determined by business need and client call volume.

Key Responsibilities 

• Support the Team Leader in providing direction, leadership, and vision for the Emergency Customer Care team
• Coordinate and monitor daily operations to ensure exceptional service delivery and adherence to service level agreements
• Partner with the Team Leader to identify and implement process improvements that enhance efficiency, quality, and client satisfaction
• Mentor, coach, and support team members through training, development, and ongoing performance guidance
• Lead onboarding and training initiatives, including support for Sabre, ticketing, operational processes, and customer service best practices
• Monitor phone activity, workflow distribution, and team productivity to maintain service excellence during after-hours operations
• Support scheduling, shift coverage, workload balancing, and time-off coordination based on business and client requirements
• Act as a key communication liaison between leadership and the team, ensuring alignment and transparency
• Foster a positive, collaborative, and accountable team culture while effectively managing diverse personalities and challenging conversations
• Generate reports, monitor performance metrics, and provide constructive feedback to drive continuous improvement
• Assist with change management initiatives and support the successful adoption of new processes and technologies
• Leverage strong knowledge of corporate travel operations, client requirements, and travel industry best practices to support decision-making
• Support consultants with complex domestic and international itineraries, reroutes, exchanges, ticketing, fare interpretation, and emergency travel situations
• Ensure compliance with company policies, documentation standards, ticketing procedures, and quality control requirements
• Maintain current knowledge of airline regulations, fare rules, industry updates, and travel requirements
• Represent the business professionally in client meetings and internal discussions when required
• Contribute innovative ideas that drive operational excellence and improved customer experiences
• Maintain effective communication with Travel Managers, Team Leaders, and stakeholders to ensure a consistent client experience
• Other duties and tasks as assigned
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

• A minimum of 12 months of experience within FCM, demonstrating exceptional organizational skills and decisiveness within a business context, ensuring efficient workflow and task management. 
• Minimum 2+ years of recent corporate travel management experience
• Advanced knowledge and practical experience using Sabre GDS
• Proven expertise managing complex domestic and international itineraries, ticketing, exchanges, and fare calculations
• Strong understanding of international travel requirements, global geography, airline rules, tariffs, and fare regulations
• Experience handling urgent, time-sensitive travel requests in a fast-paced environment
• Previous exposure to quality control processes and booking compliance standards
• Demonstrated leadership potential with experience mentoring, coaching, or supporting team development
• Strong knowledge of FCM platforms, systems, and operational processes preferred
• Excellent organizational skills with the ability to manage multiple priorities and workflows effectively
• Proven ability to drive process improvements and support operational efficiencies
• Strong communication, interpersonal, and conflict-resolution skills
• Ability to manage change effectively and support others through transitions
• Solutions-focused mindset with strong decision-making and problem-solving capabilities
• Commitment to delivering exceptional customer service and client satisfaction
• Alignment with FCM and FCTG values, systems, and philosophies
• High attention to detail and accuracy under pressure
• Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data.

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year

Benefits Include:

• Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Health benefits including, medical, dental, vision, gender affirming care, and fertility care
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401k program with partial match
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

Location – Remote, USA

If this sounds like the opportunity you have been waiting for then APPLY NOW.

Have questions about this opportunity? Reach out to our recruitment team at [email protected]

For this position, we anticipate offering an hourly pay rate of $31.25. Hourly rate is dependent on relevant factors, including experience, geographic location, and job requirements.

Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.

Our number one philosophy? Our people. Flight Centre Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at [email protected]

🌟 GBTA WINiT Top 50 Award Recipients (2018–2025)
💫 CHHR: 5-Star DE&I Employer (2023, 2024, 2026)
🌍 Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023–2025)
📰 Newsweek: America’s Greatest Workplaces for Diversity (2024)
💛 Benefits Canada: Health/Wellness Program and Mental Health Program (2023, 2025)
✈️ OutThere Awards: Inclusive Travel Finalist (2025)
🏅 Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025)
🤝 2026 Disability Index®: World’s Top Disability Inclusive Business