French Bilingual Customer Support Team Leader

About the role

We are looking for an experienced French‑English bilingual professional to lead a remote customer support team in the travel and hospitality sector. The role blends hands‑on service with operational leadership, ensuring high‑quality assistance for travelers across multiple time zones.

Key responsibilities

• Respond to customer inquiries in French and English via phone, email, and ticketing platforms.
• Handle escalated issues, VIP traveler support, and complex itinerary changes.
• Process refunds, travel credits, and billing queries following company procedures.
• Document interactions and outcomes accurately in the CRM and ticketing system.
• Monitor team KPIs such as response time, ticket resolution, and customer satisfaction.
• Conduct quality‑assurance reviews and provide coaching to improve performance.
• Deliver onboarding, training, and ongoing performance feedback to team members.
• Coordinate workflow and escalation handling during high‑volume periods.

Required profile

• Proven experience in customer support within fast‑paced travel or hospitality environments.
• Strong leadership and team‑management abilities.
• Fluent in both French and English, with excellent written and verbal communication.
• Ability to work independently in a remote setting and manage a 24/7 support schedule.

Required skills

• Experience with CRM systems.
• Familiarity with ticketing platforms.