{"id":2541243,"url":"https://alion.io/job/api-accommodations-plus-international-airline-support-specialist-overnight-shift","title":"Airline Support Specialist-Overnight Shift","company":{"id":2602590,"name":"API – Accommodations Plus International","domain":"apiglobalsolutions.com","url":"https://alion.io/company/apiglobalsolutions","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":77000,"period":"year","method":"role_country_seniority_unknown","sample_n":213},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-14T11:58:15Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-25T12:21:04Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Who We Are\nAccommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth.\nOur mission is to make layovers simpler and more efficient for crew members-and we bring that to life through deep industry expertise and a practical, results-driven approach.\nToday, API’s platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.\nAt API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.\nIf you’re looking to grow your career in a company that values steady progress, real impact, and long-term development, we’d like to meet you!\nThe Airline Support Specialist - Overnight Shift supports our airline partner onsite at their office location during overnight operations. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous, and friendly service to our valued customers.\nThis position plays a critical role in supporting airline operations during overnight hours and responding to disruptions, schedule changes, and other operational needs that impact flight crew accommodations and transportation.\nPosition Type and Expected Hours of Work\nThis is a full-time position. This role is designed primarily for overnight shifts, and flexibility is required to work weekends and holidays based on business needs.\nDue to the operational nature of the airline industry, flexibility to work extended hours during irregular operations and service disruptions is required.\nEssential Functions\nReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nTotal customer service to include, but not be limited to, the following:\nServe as API's on-site liaison with the airline partner, providing support, guidance, and training.\nProcess client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate, and professionally executed.\nFollow up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.\nAlert supervisor on all items of a critical nature that require management involvement to solve and/or avoid potential challenges that may adversely impact either the client or API.\nNegotiate with vendors (hotels, ground transportation providers, and others) to achieve the best outcome for the client and API.\nResolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.\nEffectively use all available tools and methodologies, including phone, email, and reservation systems (ACES, Hotel Express, IHRS), to track and provide solutions to client needs, requests, and expectations.\nAdapt to irregular operations (IROPS) to accommodate needs arising from changing airline schedules and unforeseen situations. This includes, but is not limited to, extended work schedules and serving \"on call\" when needed outside of regular working hours.\nLearn and maintain knowledge of API's call center work methodology and reservation systems to best serve API's clients in the most efficient and professional manner.\nAchieve a passing score on initial API Operations Agent Training and maintain currency through annual recurrent training classes. Passing scores are required for certification.\nCompetencies\nKnowledge of airline crew scheduling is a strong plus.\nPrior experience with GDS systems, hotel reservation systems, airline reservation systems, and/or related functions preferred but not required.\nExcellent interpersonal skills.\nAbility to work in a fast-paced environment.\nProfessional telephone etiquette.\nExcellent written and verbal communication skills.\nStrong computer skills.\nAbility to multitask and prioritize effectively.\nDetail-oriented with strong organizational skills.\nAbility to work independently and remain productive during overnight hours.\nAvailability to work overnight shifts, weekends, and holidays.\nAbility to work additional hours when business needs require.\nA second language, preferably French or Spanish, is a plus.\nRequired Experience\nAbility to positively represent API in customer-facing situations.\nCustomer service experience is a plus.\nAirline, hotel, travel, or hospitality industry experience is a plus.\nExperience working overnight shifts in a customer service or operations environment is preferred.\nWork Authorization\nApplicants must have the legal right to work in the United Kingdom at the time of hire. Sponsorship is not available for this position.\nCompensation\nThe anticipated salary range for this position is £30,000 - £35,000 annually, depending on experience, skills, and qualifications.\nIn addition to base salary, employees are eligible for a monthly transportation allowance to support commuting costs.\nOther Duties\nDuties, responsibilities and activities may change at any time according to business needs.\nThe performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).\nWork Environment\nThis position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.\nPhysical Demands\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.\nAAP/EEO Statement\nAccommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.\nPrivacy Statement\nAPI may use the contact information you provide to communicate about this role, including via text message. See our [Privacy Policy] for details. 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