About the Organisation: Tripare is a B2B AI-powered business travel platform helping companies manage corporate travel, bookings, expenses and the overall travel experience from one place.

About the role: Corporate travel doesn’t always happen during office hours. A flight can get cancelled at 2 a.m., a traveller may need to be rebooked urgently, or a client may have a question about an invoice or expense claim.

We’re looking for someone who can take ownership of Tripare’s travel and expense support function — handling complex cases themselves, putting the right processes and SLAs in place, and eventually building a team as the client base grows.

What you’ll do

- Handle traveller and client queries over phone, email and chat, including bookings, changes, cancellations, reissues, refunds, no-shows and hotel issues.
- Manage travel disruptions end to end, including flight cancellations, delays, alternate bookings and hotel arrangements.
- Handle expense and reimbursement queries, including claim status, receipts, policy exceptions and approval flows.
- Be the day-to-day point of contact for client Travel/Admin Managers.
- Conduct regular service reviews with clients and track open issues.
- Take ownership of escalations and ensure they are closed within agreed SLAs.
- Identify recurring issues and work on the root cause rather than just resolving individual tickets.




- Set up and track support metrics such as response time, resolution time, FCR, CSAT and refund turnaround.
- Coordinate with airlines, hotels and other suppliers for refunds, waivers and invoice corrections.
- Create SOPs, FAQs and response templates and train new team members.
- Work closely with the tech/product team on recurring product issues and test fixes before release.
- Manage shift planning and team rosters as the support team grows.

What we’re looking for

- Around 5 years of experience in corporate travel support, fulfillment or a similar role.
- At least 1–2 years of experience leading a shift or a small team.
- Hands-on experience with Amadeus, Sabre or Galileo, including PNR creation, reissue, refunds and fare rules.
- Positive understanding of airline and hotel policies, corporate travel policies and GST invoicing.
- Experience with a ticketing or CRM platform such as Freshdesk, Zendesk, Salesforce or similar.
- Comfortable handling high-pressure situations and escalations.
- Good written and spoken English and Hindi.
- Comfortable working in rotational shifts and being available for critical travel emergencies.

Good to have:

- Exposure to expense management tools or corporate cards.
- Experience setting up a support function or processes from scratch.
- Experience working with a 24/7 corporate travel support desk.

📌 Customer Support Lead - Travel & Expense (Gurugram)
🏢 Tripare AI
📍 Gurugram