Bilingual Customer Support Team Leader (GDS)

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. The schedule is flexible within the client's business hours in GMT (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 and give targeted coaching.
• Handle VIP traveler inquiries by phone, email and live ticketing desk in fluent 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 experience with Amadeus, Galileo or Sabre GDS, and prior reservation booking in a travel agency.
• Professional fluency in French and English.
• Proven leadership or supervisory experience in a call center, customer service center, hospitality or travel agency setting.
• Strong phone communication and a track record of handling escalated cases and high-priority disputes.

Required skills

• Mastery of CRM structures, modern ticketing systems and call center cloud software in a remote setup.
• Preferred: experience in premium travel agencies or airline desks, knowledge of travel documents and visas, and experience building QA scorecards, scripts, training materials or SOPs.

What we offer

• Permanent work from home.
• Immediate hiring.
• Health insurance coverage for eligible locations.

Applicants apply through the online form, which includes assessment questions, a technical check and a voice recording; pay is set after the application, and candidates are reviewed against all open positions.