Location: Chennai, IndiaExperience: 5+ years in Travel / Travel Operations / Customer SupportShift: US Time Zone – Night Shift (IST)Employment Type: Full-TimeAbout the RoleSyntax 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 Profile5+ 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.Solid 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 ManagementAllocate 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 OperationsOversee 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 ManagementTrack 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 CoordinationAct 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 GlobalSyntax 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.

📌 Cruise/Travel Support Manager - Us Shift (Chennai)
🏢 Syntax Global
📍 Chennai