Amex GBT is a place where colleagues find inspiration in travel as a force for positive and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
As a Team Coach, you’ll lead a highly skilled remote team of approximately 25-35 Travel Counselors. If you thrive on variety in work, building relationships with clients and colleagues, and empowering teammates to achieve their goals, we hope you apply.
What You’ll Do
People (75%)
Lead and coach a team of Travel Counselors
Provide regular, documented coaching and feedback to team members
Investigate service and quality errors with a curious mentality, and provide helpful feedback
Collaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standards
Facilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is complete
Collaborate with fellow team coaches - share information, achievements, and issues




Listen to calls as required to validate service levels and compliance standards
Customer (25%)
Be the voice of Traveler Care for new technological implementations
Participate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversations
Research and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peers
Analyze, act, and communicate results on CSAT performance
Keep the team informed on changes to client travel policies
Collaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirements
What We’re Looking For
Previous leadership experience
Excellent listening skills and curious mentality
Customer service oriented
Sabre and/or Apollo experience preferred
Salesforce (case e-mail) experience a plus
Collab

📌 Team Coach (Bengaluru)
🏢 American Express Global Business Travel
📍 Bengaluru