Member Support Leader
We want everyone to live life by the compass, not by the clock. Envoyage is a global network of experienced, entrepreneurial travel advisors and agencies across the world. As part of Flight Centre Travel Group (FCTG), we’ve got the breadth, reach and expertise to equip travel businesses with everything needed to succeed. We know that just as every trip is unique, so is every travel business. This is why we’ve created Envoyage with travel advisors in mind. Our goal is to be the home and the heart of the travel industry for the independent world and to build an unparalleled offering you can tap into as much or as little as you need to succeed, grow and thrive.
FCTG, headquartered in Brisbane, Australia, is one of the world’s largest travel retailers and corporate travel managers, with operations in 23 countries and a presence in over 90 through independent networks. Since opening its first shop in 1982, FCTG has remained committed to its purpose: “to open up the world for those who want to see,” creating unforgettable travel experiences for people worldwide.
Please click here to learn more about Envoyage and Flight Centre Travel Group
About The Opportunity
Step into a pivotal leadership role shaping the success of Envoyage Canada’s independent network. As Member Support Leader, you’ll drive the end‑to‑end member experience — from onboarding through ongoing support and engagement — ensuring exceptional satisfaction and long‑term growth. This role blends strategy, people leadership, and operational excellence, giving you the opportunity to influence scalability, profitability, and community connection across the network. If you’re a relationship‑driven problem solver who thrives in fast‑moving environments, this is your chance to make a meaningful impact.
Key Responsibilities
- Lead the day‑to‑day operations of the member support function across the Envoyage network
- Drive high member satisfaction and retention through effective support strategies and service delivery
- Establish, communicate, and achieve service level agreements (SLAs)
- Handle escalated support issues and ensure timely resolution
- Optimize operational processes to deliver scalable, cost‑effective support solutions
- Lead the onboarding and implementation process for new members, reducing onboarding time and touchpoints
- Develop and deliver onboarding materials and training resources
- Partner with cross‑functional teams to implement tools and initiatives that increase member engagement and share of wallet
- Own and execute the network events strategy, ensuring engagement, profitability, and alignment to business goals
- Create impactful in‑person and virtual community engagement opportunities
- Develop and deliver network communication strategies that drive engagement and clarity
- Lead, coach, and develop a high‑performing support team
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
Experience & Qualifications
- 3+ years in a travel‑related management role delivering growth and profitability outcomes
- 5+ years of experience within the travel industry
- Demonstrated experience improving customer satisfaction in a B2B environment
- Proven people leadership and team development experience
- Strong commercial acumen with the ability to drive operational and financial outcomes
- Experience developing and executing strategies for support or service teams
- Excellent communication, influencing, and stakeholder management skills
- Strong problem‑solving ability with a proactive, solutions‑focused mindset
- Experience in onboarding, implementation, or customer lifecycle managemen
- Proficiency in MS Office and general business systems
- Experience working with global or regional teams (preferred)
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:
- Generous paid time off policy
- Travel perks/discounts
- Health & Wellness Programs and Employee Financial Wellness Services
- National/International Award Nights and Conferences
- Group benefits including extended health care, dental and vision, gender affirming care, fertility care
- Insurance including life, AD&D, critical illness, long term disability
- Employee Assistance Program
- RRSP/RPP with matching
- 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
Location – Toronto, ON
If this sounds like the opportunity you have been waiting for then APPLY NOW.
For this position, we anticipate offering an annual salary of $115,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
This posting reflects an active vacancy that we are currently seeking to fill.
We welcome applications from candidates with diverse experiences
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
As part of our recruitment process, AI tools may assist in the screening and assessment of applications. Final hiring decisions are made by our recruitment team and hiring managers.
Our number one philosophy? Our people. Flight Centre Travel Group’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 committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to 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 fccareers@flightcentre.ca
🏆 Travel Weekly Magellan Awards: Silver Winner (2023)
🌟 GBTA WINiT Top 50 Award Recipients (2018–2025)
💫 CHHR: 5-Star DE&I Employer (2023, 2024)
🌍 Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023–25)
📰 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)
#LI-KB1#ENVCA#LI-Onsite
