Customer Service Support Manager (French Bilingual, Remote)

About the role

A client is looking for a French-bilingual Travel Team Lead to run its remote support operations, manage complex multi-destination itineraries and resolve escalated booking issues. The role combines technical global travel expertise with leadership to coach agents and ensure service excellence. It is remote, full time, with flexible hours within London business hours (GMT timezone), 40 hours per week.

Key responsibilities

• Lead and support a remote bilingual customer service team, ensuring high service quality, smooth workflow and 24/7 cross-regional coverage.
• Drive and audit productivity metrics such as average response times, ticket resolution rates, missed calls and adherence parameters.
• Run quality assurance checks on customer interactions, set up onboarding paths and coach team members.
• Handle VIP traveler inquiries by phone, email and live ticketing desk, with flawless French and English.
• Resolve complex itineraries, including multi-destination routing, schedule changes, cancellations and IROP rebooking.
• Process charges, manual refunds, travel credits and billing disputes according to compliance rules, and record resolutions in the central CRM and ticketing systems.

Required profile

• Production-level hands-on experience with Amadeus, Galileo or Sabre GDS, and prior reservation booking in a travel agency.
• Professional fluency in French and English, with strong verbal and written communication.
• Proven leadership or supervisory experience in a call center, customer service center, hospitality or travel agency setting.
• Strong phone communication skills and a track record of handling escalated cases and high-priority disputes.
• Mastery of CRM structures, modern ticketing systems and call center cloud software in a remote setup.
• Nice to have: past experience in premium travel agencies, airline desks or international tourism operations, and knowledge of visa and travel document tracking.

Required skills

• GDS navigation (Amadeus, Galileo or Sabre)
• CRM and ticketing systems
• Call center cloud software

What we offer

• Salary range of $1,000 to $1,100 USD per month.
• Permanent work from home.
• Immediate hiring.
• Health insurance coverage for eligible locations.

Applicants complete an online application with assessment questions, a technical check and a voice recording; pay rate is set after the application, and candidates meeting all requirements are reviewed first.