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 solid 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.

📌 Cruise/Travel Support Manager - US shift (Chennai)
🏢 Syntax Global
📍 Chennai