Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

Position Summary

As a team leader in the support team, you will be responsible for the supervision of the team and ensuring the best possible performance of the agents. You will need to support your team with their daily tasks and deliver training to recent colleagues if required, as well as prepare and analyze reports. The role includes close cooperation with other Team leads within customer services.

Position Details




- Support and guide team members in day-to-day tasks while fostering a collaborative, open, and trust-based environment.
- Deliver on-the-job training, coach team members through 1:1s and team meetings, and set personal development goals.
- Monitor team performance, behavior, and customer interactions to ensure service excellence; conduct regular evaluations and share structured feedback (including client/peer inputs).
- Manage team schedules, attendance, and time adherence while ensuring delivery on key KPIs (CSAT, FCR, Quality, Agent Resolution, Touch Ratio, Productivity).
- Handle supervisor-level calls and effectively resolve escalated customer complaints.
- Recognize and celebrate achievements to maintain motivation and engagement.
- Collaborate with WFM and cross-functional teams to optimize staffing, streamline workflows, and support continuous improvement.
- Escalate operational challenges, share performance insights, and recommend aut

📌 Team Lead (Mumbai)
🏢 Etraveli Group
📍 Mumbai