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 hands‑on operational oversight of 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 inquiries in French and English via phone, email and ticketing platforms.
• Resolve complex GDS itinerary issues, including multi‑destination routing, schedule changes, cancellations and IROP rebooking.
• Process charges, refunds, travel credits and billing disputes following compliance procedures.
• Maintain accurate documentation in the central CRM and ticketing system.

Required profile

• Professional fluency in French and English, both spoken and written.
• Proven supervisory or team‑lead experience in a call centre, hospitality or travel environment.
• Strong conflict‑resolution skills and ability to manage high‑priority consumer disputes.
• Experience working remotely with CRM and cloud‑based call‑centre tools.

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.