Team Lead - Customer Support

Key Responsibilities

1. Team Management & Operations Supervise daily travel operations including ticketing, cancellations, reshop, and MIS validation.Coach and guide team members; ensure SLA adherence and service quality.

Identify workflow gaps and recommend SOP improvements.

2. Client Support & Escalation HandlingAct as a support escalation point for unresolved client issues.Notify leadership and stakeholders in real time on critical cases.Coordinate with airlines, hotels, and vendors to ensure quick issue resolution.

3. Process & ComplianceValidate MIS, vouchers, and invoices for accuracy.Drive compliance with client-specific and ITILITE process standards.Implement improvements to reduce cancellations and billing errors.

4. Training & DevelopmentConduct training on GDS tools (Sabre, Travelport), booking systems, and policy updates.Mentor new hires and promote continuous learning.

5. Cross-Functional CollaborationWork with CSM, Finance, Product, and Tech teams to resolve payment, refund, or system-related issues.

6. Payments & RefundsReview Stripe chargesEnsure timely refunds from vendors.Track refund timelines and coordinate with Finance for reconciliation.

7. Tools & TechnologyLearn Nextiva, Tawk.to, Freshdesk in deep. Gain more knowledge.Maintain system hygiene and recommend automation improvements.

8. Hands-on SupportAct as a backup agent during peak load or team shortages to maintain SLA delivery.