What We Do
Business travel is challenging; we make it simple. We're a global tech startup changing how organizations experience travel. One platform for bookings, expenses, travel policies, approvals, and insights with seamless integration into HR and Finance systems. Tumodo is growing fast by solving what slows teams down – travel friction.
What We're Looking For
We're seeking a Customer Support Team Lead to join our growing team in India - it's a hands-on leadership position where you will be deeply involved in complex cases, team development, and building the operational backbone for our growth.
You will lead a team of Travel Consultants and Supervisors, ensuring service excellence, SLA adherence, and a culture of service-excellence and accountability. You'll own daily travel operations for our India team serving several markets, actively and directly working alongside the team on complex bookings, VIP itineraries, and escalations. You'll also build operational structure, drive team performance, and ensure SLA and quality standards as we scale. This is a player-coach role for someone who thrives in hands-on execution while creating the systems that enable growth.
What You'll Do
Operational Ownership & Performance Management
- Own daily service delivery performance across Indian team
- Monitor SOP compliance as well as and internal policy adherence.
- Actively manage workload distribution and operational coverage, support the team during peak periods through effective workload management, prioritization or personal involvement
- Implement structured escalation frameworks
- Ensure operational continuity and coverage planning
- Oversee or take over the handling of complex corporate travel bookings (air, rail, hotel, car, ancillary) across the team
- Provide guidance and decision-making support for VIP, multi-leg, and high-sensitivity itineraries
- Manage critical or high-risk escalations and ensure timely resolution
- Maintain direct client contact when managerial involvement is required
- Ensure compliance with client travel policies, negotiated programs, and operational standards
- Implement structured escalation frameworks to resolve critical client issues quickly.
- Establish and track KPIs: Service Level, Quality Scores, Productivity, and Error Rates.
Team Leadership & Capability Building
- Lead and mentor team of Travel Consultants and Supervisors
- Provide hands-on coaching and quality feedback based on QA scores and customer sentiment.
- Support hiring, onboarding and professional development of new team members
- Provide hands-on coaching and quality feedback
- Build a culture of accountability, ownership, and service excellence
- Develop internal knowledge-sharing routines and best practice frameworks
Process Design & Scalability
- Identify inefficiencies and bottlenecks in daily workflows
- Standardize SOPs across the INDIA operation
- Reduce manual effort through structured improvements
- Ensure quality control mechanisms are embedded and measurable
Cross-Functional Collaboration
- Work closely with Sales and Account Management to support client retention and growth
- Provide operational input in commercial discussions
- Collaborate with Product and Tech teams to improve automation and system workflows
Who You Are
- Strong operator with 10+ years in corporate travel (TMC or business travel environment) in Operations/Customer Support
- Has at least 3+ years leading a team in a hands-on capacity in Operations / Customer Support
- Highly experienced with GDS systems (Sabre preferred, Amadeus as a plus)
- Proven track record of improving CSAT, NPS, and managing SLA / KPI frameworks
- Experience in process optimization, training, and quality assurance
- Excellent stakeholder management and cross-functional collaboration skills
- Strong verbal and written English communication skills
- Comfortable operating in a fast-paced and scale-up environment
Why Join Tumodo
- Build structure while executing daily work
- Influence product improvements
- Help shape the operational DNA of the company
- Directly impact customer retention and expansion globally
What We Offer
- Key leadership role in a scaling travel tech company
- Opportunity to build and shape operational structures
- Strong visibility with executive leadershipit
- Competitive compensation aligned with responsibility
