Location: centro comercial plz los arcos (gdl-ctyo)cities: guadalajara - mexicorequisition id:*this job will continue to be posted until at least 5/8/2026. If interested, please apply prior to this date.must be in possession of valid documentation to live and work in mexico at the time of applying to this position.introare you ready to explore a world of possibilities, both at work and during your time off? Join our american airlines family, and you'll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!Why you'll love this jobthe lead agent is a frontline leadership role within the ticket sales center (tsc) and the broader global sales organization. This position is responsible for supporting daily operations while setting the standard for service excellence, compliance, and performance. The lead agent acts as a role model, problem solver, and trusted partner to leadership—guiding peers, resolving complex issues, and helping drive revenue and customer experience outcomes.what you'll doprovide day to day operational leadership to ensure consistent execution of ticketing, reservation, and customer service standardsserve as the primary escalation point for customer issues, fare inquiries, ticketing discrepancies, and system-related concerns requiring advanced judgmentmonitor agent performance for accuracy, quality, and timeliness, escalating trends, risks, or concerns to leadershipprovide guidance and direction to agents on fare interpretation, ticketing policies, and reservation handling to ensure consistent application across the teamsupport onboarding and ongoing development of agents through coaching, process guidance, and knowledge sharingsupport audit readiness by reviewing reconciliations, resolving discrepancies, and assisting with follow-up on audit exceptionsmonitor daily sales deposits and support compliance with financial controls and reporting requirementsidentify process gaps or inefficiencies and provide recommendations to improve accuracy, service quality, and operational effectivenessact as a liaison between the ticket sales center and leadership, communicating operational updates, issues, and prioritiespartner with cross-functional teams to support system updates, procedural changes, and service initiativesminimum qualifications- education & prior job experiencecompletion of secondary school or equivalent education level2+ years' experience in a customer-facing role within travel, tourism, or related fieldpreferred qualifications- education & prior job experienceprevious experience in a supervisory capacity supporting frontline staffexperience within the airline industryskills, licenses & certificationsstrong sales and upselling abilitiesclear and professional communicationeffective customer issue resolutionflexibility with shifts and schedulesquick to learn airline systems and toolsfeel free to be yourself at americanfrom the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at american airlines. Our 20+ employee business resource groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at american.#j-*-ljbffr