Airline and Cruise Support Specialist

Job Description

Job Description

Overview

The real world is the next frontier — and it will move with you. At Metropolis, we are creating artificial intelligence for the real world. We’re pioneering the Recognition Economy, a future where mundane repetition disappears and where your presence is enough to unlock access, comfort, and belonging.

Bags, a Metropolis company, is a leader in this mission. We’ve already revolutionized the way millions of people move through the largest parking network in North America by replacing tickets and kiosks with computer vision. Now, we are bringing that same seamless, checkout-free magic to the travel and hospitality industry. We’re not just moving cars; we’re giving people back their most valuable asset: time.

Responsibilities

The Role: As an Airline and Cruise Support Specialist, you are the face of the Recognition Economy for our travel partners. You will ensure that every passenger’s journey begins with effortless precision. You’ll manage the check-in process for airline reservations, verify critical travel documentation, and serve as the primary problem-solver for our cruise line representatives.

This isn't just a support role—it’s an opportunity to be an owner of the customer experience. You’ll diagnose technical issues, implement solutions in real time, and ensure that the "magic" of a frictionless journey stays intact from the pier to the plane.

Responsibilities

• Drive the Experience: Manage the check-in process for cruise passengers, ensuring all travel documentation is accurate and compliant.
• Solve with Agility: Answer incoming technical requests, analyze issues quickly, and implement solutions to keep operations moving.
• Empower Partners: Support cruise line representatives to ensure airline check-in services are provided efficiently and professionally.
• Own the Workflow: Use our ticketing system to track requests, process email inquiries, and escalate incidents to higher-level support when necessary.
• Maintain Precision: Create and distribute daily reports to airlines, the TSA, CBP, and other government agencies with 100% accuracy.
• Build the Knowledge Base: Document resolutions from successful requests to help the team improve and iterate on our processes.
• Communicate with Impact: Provide consistent follow-ups to ensure all representatives are informed of new procedures, customer needs, and company actions.

Qualifications

Who You Are

• A Natural Leader: You don’t wait for instructions to make an impact. You have a "doer" mentality and take ownership of every task, big or small.
• Determined & Resilient: You are a creative problem-solver who smashes through barriers and remains calm in high-stakes situations.
• Communicative & Human: You have exceptional written and verbal communication skills. You can explain complex issues simply and treat every customer with patience and empathy.
• Detail-Oriented & Organized: You can prioritize multiple tasks in a fast-paced environment without losing focus on the details.
• Tech-Savvy: You are proficient in Microsoft Excel and Google Workspace.
• Flexible: You are available to work various shifts, including mornings, evenings, weekends, and holidays.
• Travel Pro (Bonus): Previous experience in the travel or hospitality industry is a significant plus.

Metropolis Perks & Benefits

For Full-Time positions

• Health & Wellness*: Comprehensive Medical, Dental, and Vision plans.
• Rest & Recharge*: Generous paid time off.
• Paid Holidays*: We observe major holidays with closures and double pay for field members who work on those days.

For all positions

• Invest in Your Future: 401(k) match up to 4%.

*Perks and benefits may vary by location.

Salary Range : $16.00 per hour

Benefits: Eligible employees will participate in the various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k and paid time off.

Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law.

Metropolis Company may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting.

As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.

If you are an applicant to a New York City job posting and wish to request an alternative selection process accommodation or have questions about our data retention policy, please contact View email address on us.fitly.work. We are here to assist you.