Key Responsibilities

1. Team Management & Operations Supervise daily travel operations including ticketing, cancellations, reshop, and MIS validation.Coach and guide team members; ensure SLA adherence and service quality.

Identify workflow gaps and recommend SOP improvements.
1. Client Support & Escalation HandlingAct as a support escalation point for unresolved client issues.Notify leadership and stakeholders in real time on critical cases.Coordinate with airlines, hotels, and vendors to ensure quick issue resolution.
2. Process & ComplianceValidate MIS, vouchers, and invoices for accuracy.Drive compliance with client-specific and ITILITE process standards.Implement improvements to reduce cancellations and billing errors.
3. Training & DevelopmentConduct training on GDS tools (Sabre, Travelport), booking systems,



and policy updates.Mentor current hires and promote continuous learning.
4. Cross-Functional CollaborationWork with CSM, Finance, Product, and Tech teams to resolve payment, refund, or system-related issues.
5. Payments & RefundsReview Stripe chargesEnsure timely refunds from vendors.Track refund timelines and coordinate with Finance for reconciliation.
6. Tools & TechnologyLearn Nextiva, Tawk.to, Freshdesk in deep. Gain more knowledge.Maintain system hygiene and recommend automation improvements.
7. Hands-on SupportAct as a backup agent during peak load or team shortages to maintain SLA delivery.

📌 Team Lead - Customer Support (Bengaluru)
🏢 Itilite Technologies Private
📍 Bengaluru