Meet Nicole! After almost five years with Scott’s Cheap Flights, she’s done everything from flight searching to Customer Support and now leads our Support Operations team! A yogi, Portugal-lover, and world traveler who has lived across 5 different continents, Nicole is no stranger to a wonderful adventure.
I'm originally from California, but I moved to South Florida after 10 years of being location independent across 5 different continents. During those 10 years, I often couch surfed, volunteered in exchange for room and board, or stayed in hostel dorm rooms. In this new season of life, I most enjoy going on yoga retreats and finding serenity in my travels.
When I'm home, I recharge my social battery by spending time with my partner and his family, or by planning events for the women's social group I started in the area.
I manage a team of folks who have specialized in a specific area of Support Operations, like Knowledge Management, for example. Our team aids the member-facing team by creating an environment where they feel empowered to do their best possible work. Further, I act as the primary liaison between the Product Team and the Member Success Team, ensuring smooth roll-outs for all new features and product launches.
As our Member Success Team grew and started to take on project work outside of frontline support, it was natural for us to form a Support Operations Team. My manager is gifted at finding people's talents, and knowing that I'm process-oriented, organized, and fond of a good ol' kanban board, she motivated me to consider a career in Support Operations.
I'm fortunate to be encouraged by my manager and peers to experiment and innovate. I'm glad to have this autonomy over my work, and yet still be in an environment that fosters collaboration. There's a genuine spirit of dedication to the mission and shared goals all revolving around giving our members the best possible experience.
Our team embodies the idea that there's no such thing as a culture fit, instead, there's a culture add. If our mission resonates with you and you know you can contribute to it, don't second guess applying!
During my decade of travels, I started working as a freelancer taking on new clients for a number of services ranging from private tutoring to acting. All the while, I maintained a travel blog with several posts dedicated to finding cheap flights. When a Scott's Cheap Flights job posting for a "Flight Searcher" that spoke English, Spanish, and Portuguese appeared on a Facebook group, a friend forwarded it to me along with the message, "Don't you do this for free?"
I didn't get that job but was instead offered a hybrid Customer Support and Flight Searching position. A wonderful fit as I had skills that suited both roles. Eventually, I transitioned fully to the Customer Support side, today known as Member Success.
Portugal has held this spot for nearly 10 years. On my first visit to Lisbon, I was taken aback by the architecture, tiles, and sweeping city views from various lookout points in the city. There was something unpolished yet seductive about the city that made me want to extend my trip. On subsequent visits, I enjoyed the food, the wine, and the celebrations. Like a magnet, It's a place I've returned to in the past and will return to again. Is it a coincidence that the festival that celebrates Lisbon's patron saint, Santo Antonio, begins on my birthday?
Anytime I'm not supposed to laugh and the most mildly funny thing happens I turn tomato red and sometimes cry I laugh so hard. Most recently it was a team meeting where a coworker misspoke and said the site was tossing its cookies 😂