Cruise/Travel Support Manager - US shift

Location: Chennai, India

Experience: 5+ years in Travel / Travel Operations / Customer Support

Shift: US Time Zone – Night Shift (IST)

Employment Type: Full-Time

About the Role

Syntax Global is looking for an experienced Travel Support Manager to lead and supervise a team of Travel Support Experts handling travel support for US-based clients and HNI customers.

The ideal candidate will have strong knowledge of the travel industry, hands-on experience with GDS platforms, excellent communication skills, and the ability to manage a high-performing team while ensuring exceptional, concierge-style customer support.

This is a non-sales travel support role, focused on service quality, booking accuracy, issue resolution, team performance, and client satisfaction.

Desired Candidate Profile

• 5+ years of experience in travel operations, travel support, hospitality, or customer service, with at least 1–2 years in a team lead/supervisory role.
• Strong hands-on experience with GDS platforms such as Amadeus, Sabre or similar.
• Good understanding of airline, hotel, cruise, ticketing, cancellation, and rebooking processes.
• Experience supporting international travelers, preferably US customers.
• Excellent spoken and written English with strong phone etiquette.
• Strong problem-solving and escalation-handling skills.
• Ability to coach, motivate, and manage a team.
• Experience working with Travel CRM and travel booking platforms.
• Willingness to work US time zones / night shifts in IST.
• Any graduate can apply; a degree or diploma in Travel & Tourism, Hospitality, or a related field is an advantage.
  

Key Responsibilities:Team Management

• Allocate workloads, monitor productivity, and ensure timely handling of calls, emails, and requests.
• Coach team members on travel processes, customer service, communication, and booking best practices.
• Conduct regular quality checks, performance reviews, and feedback sessions.
• Support team members with complex or escalated customer situations.

Travel Operations

• Oversee flight, hotel, cruise, and itinerary-related support.
• Ensure accurate ticketing, reservations, booking modifications, cancellations, and follow-ups.
• Review complex bookings and assist the team with GDS-related issues.
• Coordinate with airlines, hotels, cruise lines, suppliers, and the sales team when required.

Quality & Performance Management

• Track team KPIs including response time, booking accuracy, resolution time, productivity, and customer satisfaction.
• Monitor response times and service quality across calls and emails.
• Identify process gaps and implement improvements.
• Ensure compliance with client SOPs, booking procedures, and service standards.

Client & Internal Coordination

• Act as the primary operational point of contact between the Travel Support team and the US client/team.
• Participate in client calls and operational reviews when required.
• Communicate process changes, client requirements, and updates to the team.
• Ensure smooth handovers between shifts and teams.
  

About Syntax Global

Syntax Global is a multi-faceted Digital Services Organisation specializing in International Leisure and Travel Services. Based in Chennai with an intercontinental business presence, we provide operational and back-office support to clients across international markets.

We believe our people are our most valuable asset and are committed to building a workplace where employees can develop their skills, take ownership, and build rewarding long-term careers.