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, multi‑destination itineraries.

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.
• Handle escalated traveler interactions, including multi‑destination routing, real‑time schedule changes, cancellations and IROP rebooking.
• Process charges, refunds, travel credits and billing disputes while maintaining strict 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 ability to manage high‑priority consumer disputes.

Required skills

• Hands‑on production‑level experience with Amadeus, Galileo or Sabre GDS.
• Proficiency with CRM platforms and modern ticketing systems.
• Familiarity with cloud‑based call centre software.