Travel Support Supervisor

About the role

Europe Express, part of Travelopia, creates bespoke European travel experiences for North American travellers. It is looking for a Travel Support Supervisor to lead its Travel Support team in Karnataka, India, ensuring timely, professional and solution-focused assistance for travellers. The role covers daily operations, escalations, team coaching and service excellence.

Key responsibilities

• Lead and coordinate day-to-day Travel Support operations.
• Manage workload, scheduling, holiday planning and team coverage.
• Act as the escalation point for complex customer situations.
• Coach, develop and support Travel Support Agents through regular feedback and training.
• Monitor service quality, operational KPIs and case management standards.
• Collaborate with suppliers and cross-functional teams to resolve traveller issues.
• Support continuous improvement initiatives and deliver accurate reporting to management.

Required profile

• Experience in travel operations, after-sales support or customer service leadership.
• Previous experience leading, coaching or mentoring teams.
• Strong problem-solving and conflict-resolution skills.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, changing environment; weekend and public holiday support may be required on a rotational basis.

Required skills

• Experience with operational systems, CRM platforms or travel technology.
• Proficiency in Microsoft Office.
• Knowledge of Amadeus or other GDS platforms is advantageous; additional European languages are beneficial.

What we offer

• Base salary of INR 1,800,000 - 2,600,000 per year plus a local bonus scheme.
• Health benefits, retirement savings plan with company contributions and generous paid time off including a birthday day off.
• Flexible hybrid working, parental leave, charity or volunteering time off and group-wide travel discounts.