Team Lead Customer Technical Support for Global Travel Technology Co

2 weeks ago

Bucharest, Bucureşti, Romania TEK INFOTREE SDN BHD Full time 8,800 - 104,100 per year

Job Title: Team Lead Customer Technical Support Specialist

Location: București - Ilfov, Romania (Hybrid)

Budgeted Salary: 125,000 RON/year + 5% annual bonus (approximate 10,416 RON per month)

Industry: Global Travel Technology

Employment Type: Permanent

Company Overview

We're a global travel technology company that powers travel bookings worldwide — from flights and hotels to car rentals. Our systems simplify the travel experience, and we're looking for top talent to help us deliver exceptional service to our customers across the globe.

Role Summary

As a German Speaking Helpdesk Team Leader, you'll lead the daily operations of the Premier Helpdesk, ensuring high-quality support and incident resolution for our key customers. You will coordinate resources, manage service performance, and play a crucial role in maintaining customer satisfaction.

Key Responsibilities

Operational Leadership

  • Coordinate resources to ensure coverage across all support channels (phone, chat, email, web).
  • Own communication, coordination, and escalation of high-impact events in your region.
  • Manage Travel Company's platform content (market specifics) and guide your team in resolving cases effectively.

Performance & Quality

  • Collaborate with management to ensure KPIs (Service Level, Resolution Rate, Handle Times, etc.) are met.
  • Ensure proper use of systems and adherence to Global Escalation procedures.
  • Provide support across the full Travel Company's product range (functional and technical).

Incident & Customer Management

  • Oversee omnichannel incident handling, ensuring timely resolution or escalation.
  • Track incidents through the Incident Management System and report updates/resolutions.
  • Identify trends to improve customer satisfaction and promote Travel Company's platform self-service options.
  • Ensure all cases are handled promptly, courteously, and within company policy.

Candidate Profile

  • Experience: 2+ years in a Travel or tour Agency, GDS, or Airline environment, plus 3+ years in team management (remote team management preferred).
  • Technical Skills: Strong GDS knowledge (Galileo preferred; experience with Apollo, Worldspan, Sabre, or Amadeus also considered).
  • Good communication skills in speaking and written.
  • Soft Skills: Collaborative, consultative, empathetic leader with strong relationship-building ability.

Perks & Benefits

  • Work Model: Hybrid with global agile working policy.
  • Leave: 24 working days (increasing to 25 after 5 years of service).
  • Bonus Program: 5% annual bonus
  • Insurance: Medical, life, and accident insurance
  • Business Travel Insurance: Global coverage.

Other Benefits:

  • Travel expenses paid (meals reimbursed or per diem)
  • Mobile phone (depending on position)
  • Monthly allowance of 600 RON via benefits platform (meal vouchers, gift cards, language courses, travel discounts, etc.)
  • Work-Life Balance: Comprehensive holiday allowance plus Christmas office shutdown.

Job Types: Full-time, Permanent

Pay: 8,800.00RON - 10,410.00RON per month

Application Question(s):

  • Are you able to travel to work in Bucharest, Romania? [Hybrid mode]
  • What is your German language proficiency, kindly rate yourself (1-lowest, 10-highest)?
  • What is your average current salary & expected salary in Romania currency?
  • Are you comfortable with the job scopes of TGerman Speaking Premier Helpdesk Team Leader?

Education:

  • Bachelor's (Preferred)

Experience:

  • Travel, tour, airlines or GDS environment: 2 years (Preferred)
  • technical customer support role: 5 years (Preferred)
  • team management of technical support specialist: 3 years (Preferred)

Language:

  • German (Preferred)
  • English (Preferred)

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