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 itineraries and GDS‑based booking challenges.

Key responsibilities

• Lead and mentor 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‑driven performance.
• Handle escalated traveler inquiries in French and English via phone, email and live chat.
• Resolve multi‑destination itinerary issues, schedule changes, cancellations and IROP rebookings using GDS platforms.
• Process charges, refunds, travel credits and billing disputes in line with compliance.
• Maintain accurate records in CRM and ticketing systems.

Required profile

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

Required skills

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