Team Lead – Customer Experience & Operations

About the role

We are seeking a dynamic Team Lead to oversee our Customer Experience Specialists. You will act as the strategic anchor, cultural champion, and operational engine, ensuring our hotline and related channels run smoothly and deliver exceptional service.

Key responsibilities

• Lead, coach, and develop a team of Customer Experience Specialists, providing performance guidance and career support.
• Design and manage workforce schedules for day and night shifts, balancing coverage and overtime.
• Handle internal grievances and conflicts with empathy and confidentiality.
• Submit daily Rezdy reports and manage end‑of‑shift handovers via WhatsApp.
• Maintain service level agreements, targeting 3–5 minute response times on hotline/WhatsApp and sub‑1‑hour email turnaround.
• Escalate complex customer issues, coordinate refunds, and guide the team on complaint resolution.
• Oversee daily Rezdy system hygiene and generate accurate payment links for TAP Qatar, TAP UAE, and Qlub (Saudi).
• Supervise tour logistics for groups of 20–25 passengers and resolve high‑level supplier or finance bottlenecks.

Required profile

• Proven leadership experience in fast‑paced customer service, call‑center, or tourism operations.
• Strong operational agility to balance roster management, supplier logistics, and team dynamics.
• High emotional intelligence with the ability to manage team grievances objectively.
• Quick learner of tour offerings, Rezdy software, and regional payment gateways.

Required skills

• Rezdy reservation system
• Integration with regional payment gateways (TAP Qatar, TAP UAE, Qlub)

What we offer

• Opportunity to lead a high‑energy team in a growing tourism operation.
• Exposure to multi‑regional payment systems and tour logistics.