French Bilingual Travel Team Lead (GDS Expert)

About the role

We are looking for a driven French‑English bilingual leader to head a remote travel support team. The role combines high‑level customer experience management with operational oversight of a multilingual call centre handling complex itineraries and escalated booking issues.

Key responsibilities

• Lead and coach a remote, bilingual customer service team to ensure 24/7 coverage and high service quality.
• Monitor and audit KPIs such as response times, ticket resolution rates, missed calls and adherence.
• Conduct regular quality‑assurance reviews, onboarding, and performance coaching.
• Foster a culture of accountability, continuous improvement and metric optimisation.
• Handle high‑priority traveler interactions, resolve multi‑destination routing, schedule changes, cancellations and IROP rebookings.
• Process charges, refunds, travel credits and billing disputes in line with compliance.
• Maintain accurate documentation in CRM and ticketing systems.

Required profile

• Professional fluency in French and English, both spoken and written.
• Proven supervisory experience in a call centre, hospitality, travel agency or similar environment.
• Strong conflict‑resolution skills and experience handling escalated cases.
• Comfortable working remotely with mastery of CRM and cloud‑based ticketing platforms.

Required skills

• Hands‑on production‑level experience with Amadeus, Galileo or Sabre GDS.
• Proficiency with CRM systems.
• Experience using modern ticketing and cloud call‑center software.

What we offer

• Full‑time remote position (40 hours/week) with a schedule of 6:00 AM – 3:00 PM GMT.
• Opportunity to lead a high‑performing, international team in the travel sector.