Airline and Cruise Support Specialist

SP Plus•Orlando, FL

10d

About The Position

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. 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.

Requirements

A "doer" mentality and take ownership of every task, big or small.
Creative problem-solver who smashes through barriers and remains calm in high-stakes situations.
Exceptional written and verbal communication skills. You can explain complex issues simply and treat every customer with patience and empathy.
Can prioritize multiple tasks in a fast-paced environment without losing focus on the details.
Proficient in Microsoft Excel and Google Workspace.
Available to work various shifts, including mornings, evenings, weekends, and holidays.

Nice To Haves

Previous experience in the travel or hospitality industry is a significant plus.

Responsibilities

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

Benefits

Comprehensive Medical, Dental, and Vision plans.
Generous paid time off.
Paid Holidays: We observe major holidays with closures and double pay for field members who work on those days.
401(k) match up to 4%.
Flexible spending accounts.
Long/short term disability.
Life insurance.
Accident insurance.
401k.
Paid time off.