--- title: 'Customer Service Team Lead / Chef d''équipe du service à la clientèle at FlightHub' canonical: 'https://feeny.ai/job/customer-service-team-lead-chef-d-equipe-du-service-a-la-clientele-flighthub-xqfp46pzj5jt' type: 'job' last_seen: '2026-10-16' --- # Customer Service Team Lead / Chef d'équipe du service à la clientèle at FlightHub - **Company:** FlightHub - **Location:** Montréal, Canada - **Posted:** 2026-07-27 - **Last confirmed live:** 2026-10-16 - **Apply:** https://job-boards.greenhouse.io/flighthub/jobs/8089316 ## Job description ## UNCAGE YOUR AMBITION as a Customer Service Team Lead We are [FlightHub Group](https://flighthubgroup.com/), an ambitious team of people that created [FlightHub](https://www.flighthub.com/) and [Justfly](https://www.justfly.com/). Our brands have grown to become two of the top-ranked travel agencies in North America. We now serve over 3 million customers per year, generating more than 3 billion dollars in sales, and we continue to grow stronger year over year. We dream big, pursue passionately, and follow through with resolute self-belief and rigorous commitment. We are a group of individuals sharing a common vision and values, having come together to pursue a collective mission: overtaking the #1 spot in the world. We are looking for a Customer Service Team Lead with a minimum of 1–2 years of experience to join our team. You will be part of the Customer Service Lodging Team (Vannerie), supporting both flight and hotel operations. In this role, you will be responsible for managing all incoming requests related to pricing, ticketing, and post-booking PNR servicing from airline and lodging partners. While monitoring GDS queues (primarily Amadeus and Worldspan), you will also collaborate directly with our third-party providers to assist with post-booking B2B products across both flights and hotels. Additionally, you will ensure that all new policies and updates are properly documented, categorized, and stored to maintain efficient workflows across internal teams. As part of the Back Office Support team, you will also contribute to ad-hoc projects and support our Customer Service & Delivery teams when needed. Many career paths can prepare you for this opportunity, but ideally, you bring: - Strong communication skills in English and French (additional languages are an asset) - Experience working with Zendesk - Proficiency in Microsoft Office (Excel & Word) - Ability to thrive in a fast-paced tech environment - Experience with a GDS (Amadeus, Worldspan) is an asset - A solid customer service background with a strong problem-solving mindset - A strong background in handling customer calls - A focus on delivering high-quality support and improving customer satisfaction - Experience working with BPOs, third parties, and cross-functional teams with professionalism and empathy - Please note this position is in Montreal, Quebec and on-site. Show us your drive and join our team! Check us out https://corporate.flighthub.com/ ## LIBÉREZ VOTRE AMBITION – DEVENEZ Chef d'équipe du service à la clientèle Nous sommes FlightHub Group, une équipe ambitieuse qui a créé FlightHub et Justfly. Nos marques sont devenues deux des agences de voyage les mieux classées en Amérique du Nord. Nous servons désormais plus de 3 millions de clients par an, générons plus de 3 milliards de dollars de chiffre d'affaires et continuons à nous renforcer d'année en année. Nous voyons grand, poursuivons nos objectifs avec passion et les réalisons avec une confiance en nous inébranlable et un engagement sans faille. Nous sommes un groupe d'individus partageant une vision et des valeurs communes, qui se sont réunis pour poursuivre une mission collective : devenir le numéro 1 mondial. Nous recherchons un(e) Chef d'équipe du service à la clientèle ayant au minimum 1 à 2 ans d’expérience pour rejoindre notre équipe. Vous ferez partie de l’équipe Service client – Hébergement (Vannerie), en soutenant à la fois les opérations liées aux vols et aux hôtels. Dans ce rôle, vous serez responsable de la gestion de toutes les demandes entrantes liées à la tarification, à la billetterie et au service après réservation des PNR provenant de partenaires aériens et d’hébergement. Tout en surveillant les files d’attente GDS (principalement Amadeus et Worldspan), vous collaborez directement avec nos fournisseurs tiers afin d’assurer le suivi post-réservation des produits B2B, tant pour les vols que pour les hôtels. De plus, vous veillerez à ce que toutes les nouvelles politiques et mises à jour soient correctement documentées, classées et archivées afin de maintenir des flux de travail efficaces entre les équipes internes. En tant que membre de l’équipe de support Back Office, vous contribuerez également à des projets ponctuels et apporterez votre soutien aux équipes Service client et Delivery lorsque nécessaire. De nombreux parcours professionnels peuvent vous préparer à cette opportunité, mais idéalement, vous possédez : - De solides compétences en communication en anglais et en français (d’autres langues sont un atout) - Une expérience avec Zendesk - Une maîtrise de Microsoft Office (Excel et Word) - La capacité d’évoluer dans un environnement technologique dynamique - Une expérience avec un GDS (Amadeus, Worldspan) est un atout - Une solide expérience en service client avec un fort esprit de résolution de problèmes - Une solide expérience en service à la clientèle par téléphone. - Une attention particulière à la qualité du support et à l’amélioration de la satisfaction client - Une expérience de collaboration avec des BPO, des partenaires tiers et des équipes multidisciplinaires, avec professionnalisme et empathie *Veuillez noter que ce poste est situé à Montréal, au Québec et sur place. ## #LI-CV ## About FlightHub ## Company Overview - **One-liner**: FlightHub is a Canadian online travel agency (OTA) that helps customers find and book the cheapest flight itineraries through a technology-driven platform. - **Entity Type**: Private (subsidiary of Momentum Ventures) - **Headquarters**: Montreal, Quebec, Canada - **Founded**: 2012 - **Founders**: Not publicly available (the company was founded by a team of experienced travel professionals) ## Core Business - **Primary industry/industries**: Online Travel Agency (OTA), Travel Arrangements, E-commerce - **Target customers**: B2C (leisure and business travelers, primarily in North America) - **Mission statement**: "Connecting People to Each Other and to the World" — making travel accessible by offering affordable flights, optimal itineraries, and exceptional customer service. ## Products & Services - **[FlightHub.com](https://flighthub.com)**: The core platform — an online travel booking engine that aggregates and compares flight prices from over 400+ airlines to offer the cheapest itineraries. Type: SaaS-based web platform and mobile booking service. - **24/7 Customer Care & Support**: A dedicated team of agents available around the clock to assist with bookings, changes, and travel issues. Type: Service. - **Passport to Dreams**: A corporate social responsibility initiative supporting community organizations and causes related to travel and connection. Type: Program. ## Market Standing - **Valuation/Market Cap**: Not disclosed (privately held) - **Key Metric**: Annual Revenue of approximately **USD 26.8 million** (estimated from LinkedIn data) — over **30 million** journeys facilitated since founding, and over **5 million customers served per year**. - **Notable Investors/Partners**: Subsidiary of **Momentum Ventures**; maintains exclusive partnerships with **400+ airlines**. - **Growth Signals**: - **Headcount**: 117 employees (+1.2% YoY). - **Job Posting Growth**: +80% year-over-year increase in active job postings. - **Global Reach**: Operates in 11 countries across North America, Africa, Europe, and the Middle East. - **Active Hiring**: Currently posting roles in AI, React Native, Data Analysis, and Product Management, signaling a technology and product-led growth phase. ## Competitive Advantages - **Deep Airline Network**: Exclusive partnerships with over 400 airlines, including major carriers, giving them access to competitive pricing that is hard to replicate. - **Technology-First Approach**: Built by a team of in-house software engineers; heavy investment in technology (AI, data analytics, React Native) to optimize pricing, itineraries, and user experience. - **North American Focus with Global Scale**: Headquartered in Canada, they have a strong foothold in the North American market while serving a global customer base, combining local market knowledge with international reach. - **24/7 Customer Service**: A differentiator in the OTA space, offering round-the-clock support that builds trust and loyalty. ## Strategic Focus - **AI & Product Innovation**: Actively hiring for an "AI Coder" and "Technical Product Manager - AI", indicating a strategic push to integrate artificial intelligence into their platform for better pricing algorithms, personalized recommendations, and operational efficiency. - **New Business Vertical Expansion**: The company is hiring a "Business Unit Leader – New Business Vertical," suggesting plans to diversify beyond core flight booking into adjacent travel services. - **Technology Modernization**: Continued investment in modernizing their tech stack (React Native, cloud infrastructure) to improve the customer and employee experience. - **Talent Acquisition**: Aggressive hiring (+80% YoY job growth) to scale the team, particularly in technical and product roles. ## Why Work Here - **Culture & Values**: The company emphasizes a culture of being "hungry, humble, and honest." They describe their team as "like-minded, ambitious, and driven." - **Work Policy**: Primarily **in-office** at their Montreal headquarters (St. Laurent area). They do not appear to offer a remote-first policy, though some roles may have flexibility. - **Perks & Environment**: Located in Montreal, a vibrant tech hub. The company invests in community giving ("Passport to Dreams") and fosters a collaborative environment. - **Engineering Culture**: Strong focus on in-house development with a tech stack including PHP, React Native, Playwright, and Kubernetes. Teams are structured across Technical, Product, and Research departments. - **Employee Feedback**: Glassdoor-style rating of **3.0/5.0** (245 reviews). Work-Life Balance scores higher (3.4), while Career Opportunities scores lower (2.8), suggesting room for internal growth. - **Diverse Team**: A multicultural workforce with employees spread across Canada, Egypt, the US, Senegal, India, and more. ## Sources 1. [FlightHub Corporate - About Us](https://corporate.flighthub.com/about) 2. [FlightHub Corporate - Careers](https://corporate.flighthub.com/careers) 3. [FlightHub Corporate - Homepage](https://corporate.flighthub.com/) 4. [LinkedIn - FlightHub Company Page](https://ca.linkedin.com/company/flighthub) 5. [Built In - FlightHub Profile](https://builtin.com/company/flighthub) ## Other roles at FlightHub - [Digital Marketing Specialist / Spécialiste du marketing numérique](https://feeny.ai/job/digital-marketing-specialist-specialiste-du-marketing-numerique-flighthub-3a5dmv3ayv5e) — Montréal, Canada - [AI Mobile Application Coder / Développeur d’applications mobiles IA](https://feeny.ai/job/ai-mobile-application-coder-developpeur-d-applications-mobiles-ia-flighthub-mcpz55wvdp1h) — Montréal, Canada - [SEM Specialist / Spécialiste SEM](https://feeny.ai/job/sem-specialist-specialiste-sem-flighthub-montreal-mkxtjke8jz8j) — Montréal, Canada