Customer Support Supervisor - Travel

About the role

The Customer Support Operational Supervisor combines hands‑on corporate travel booking with team leadership. You will deliver high‑level travel services to key clients while ensuring smooth daily operations, service quality, SLA compliance, and effective escalation handling.

Key responsibilities

• Provide end‑to‑end corporate travel services (flights, hotels, rail, car rentals, ancillary) for assigned clients, managing complex itineraries and VIP bookings.
• Ensure compliance with client travel policies and internal SLAs, advising on routing, fares, booking classes, and alternatives.
• Oversee daily operations of the travel support team, monitor queues, and ensure timely case assignment.
• Act as the first point of contact for operational questions and maintain communication between Support, Sales, and Account Management.
• Handle second‑level escalations related to service delivery, SLA breaches, or supplier issues, ensuring timely resolution.
• Monitor team attendance, punctuality, and schedule adherence to guarantee operational coverage.
• Support onboarding and on‑the‑job guidance for junior consultants, share best practices, and identify process improvements.

Required profile

• 5‑7 years of experience as a corporate travel consultant in a TMC or business‑travel environment.
• At least 2 years in a team‑lead, supervisor, or senior acting role.
• Native Arabic speaker with high English proficiency.
• Proven ability to handle complex itineraries and corporate clients.
• Strong decision‑making, problem‑solving, and attention‑to‑detail under pressure.

Required skills

• Hands‑on experience with GDS systems (Sabre preferred; Amadeus/Galileo acceptable).