Customer support team lead

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