Customer Support Team Lead

Next Travel, a leading travel-tech platform, is looking for an experienced, passionate, and hands-on Customer Support Team Lead to manage and elevate our B2B support operations.

In this key leadership position, you will drive excellence across all digital support channels, empower a dedicated team, and directly impact the business success of the travel agents and agencies utilizing our platform to book flights, hotels, and travel services. If you have a proven track record in support leadership and a deep understanding of the travel/aviation ecosystem, this is your opportunity to lead complex, tech-driven B2B support in a fast-paced environment.

What You’ll Do

• Lead, mentor, and develop support team members, fostering a high-performance, partner-centric B2B culture
• Oversee end-to-end digital support operations for our travel agent partners, manage real-time workloads, and ensure high SLA compliance.
• Track, analyze, and optimize core performance metrics to continuously elevate service quality.
• Act as an escalation point for complex booking discrepancies, platform troubleshooting, and high-priority agency scenarios.
• Develop, standardize, and maintain operational workflows, playbooks, onboarding programs, and ongoing product training.
• Partner closely with different teams to drive systemic improvements and enhance the platform experience for our agents.

Who You Are

You’ve spent the last 3+ years leading support teams, empowering people, and transforming digital queues into slick, high-performing machines. Non-voice, chat, and ticket systems are your playground, and if you already speak the language of travel & aviation - even better.

You turn numbers and KPIs into actionable insights, stay cool when complex platform edge cases hit, and make sharp real-time calls without breaking a sweat. Add fluent English, tech agility, and great people skills, and you’re exactly who we’re looking for.

Why Join Next Travel?

• A central position where your leadership directly shapes the department, platform processes, and our partners' business success.
• Work at the intersection of technology and global travel within a thriving, professional atmosphere.
• Opportunities to lead cross-organizational projects, expand your leadership capabilities, and grow with the company.
• Modern, spacious, and accessible offices