Team Lead - Escalations

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

Position Summary

As a team leader in the support team, you will be responsible for the supervision of the team and ensuring the best possible performance of the agents. You will need to support your team with their daily tasks and deliver training to new colleagues if required, as well as prepare and analyze reports. The role includes close cooperation with other Team leads within customer services.

Position Details

• Support and guide team members in day-to-day tasks while fostering a collaborative, open, and trust-based environment.

• Deliver on-the-job training, coach team members through 1:1s and team meetings, and set personal development goals.

• Monitor team performance, behavior, and customer interactions to ensure service excellence; conduct regular evaluations and share structured feedback (including client/peer inputs).

• Manage team schedules, attendance, and time adherence while ensuring delivery on key KPIs (CSAT, FCR, Quality, Agent Resolution, Touch Ratio, Productivity).

• Handle supervisor-level calls and effectively resolve escalated customer complaints.

• Recognize and celebrate achievements to maintain motivation and engagement.

• Collaborate with WFM and cross-functional teams to optimize staffing, streamline workflows, and support continuous improvement.

• Escalate operational challenges, share performance insights, and recommend automation/efficiency improvements through daily/weekly reporting.

• Drive employee engagement initiatives and contribute to improved ESAT results while promoting knowledge-sharing and creative problem-solving.

• Support managers in rolling out new processes and ensuring smooth adoption by the team.

• Any Adhoc task as per the business requirement

Requirements

• Minimum 2 years of team handling experience

• Must have 2 years of experience in GDS (Sabre, Amadeus, or Galileo)

• Windows, MS Office, Google Applications (expert)

• Fluent in English - any additional language will be considered a plus

• Team player

• Preferred: Graduation or master’s degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert) Excellent communication skills.
  Preferred Requirements:

• Travel Industry knowledge is a plus.

• Exceptional customer service skills and sales abilities

• Ability to multi-task and work in a fast-paced work environment.

Minimum Education Requirement
Under graduation / Graduation or master’s degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert).

Benefits

What’s in it for You?

• Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges—covering counseling, or financial guidance, and more—to help maintain well-being and performance.

• Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.

• Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.

• Meal Coupons: A tasty perk to fuel your workday—delicious meals or snacks on us!

• Performance-Based Incentives: Earn more when you deliver more. Your hard work pays off—literally.

• Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions—boosting your skills and career progression.

Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.