Overview

We are seeking an experienced and proactive French Bilingual Customer Support Team Leader to oversee a remote customer support team within the travel and hospitality industry. This role combines hands-on customer service responsibilities with operational leadership duties, ensuring exceptional support delivery across multiple international regions.

The Team Leader will serve as both a senior customer service representative and a frontline operations lead, handling escalated customer concerns, VIP traveler support, complex itinerary coordination, quality assurance, and team performance management. The ideal candidate has strong leadership capabilities, bilingual communication skills in French and English, and experience within fast-paced travel or hospitality environments. This is a highly customer-centric role requiring operational oversight, problem-solving skills, and the ability to maintain service excellence across a 24/7 support environment.

Schedule:

• Full-Time Remote Role 6 AM – 3 PM GMT

Responsibilities

Customer Service & Operations Support

• Answer incoming customer inquiries professionally in both French and English across phone, email, and ticketing platforms
• Provide accurate information regarding travel services, booking policies, reservations, itineraries, and general travel support
• Handle escalated customer concerns and provide timely resolution to service-related issues
• Manage VIP traveler interactions with a high level of professionalism and attention to detail
• Support customers with complex itinerary management including multi-destination bookings, schedule modifications, cancellations, and rebooking coordination
• Escalate technical or specialized booking concerns to appropriate travel specialists when required
• Process customer charges, refunds, travel credits, and billing-related inquiries in accordance with company procedures
• Accurately document customer interactions, resolutions, and follow-up actions within CRM and ticketing systems
• Assist with outbound administrative tasks, customer follow-ups, and operational support activities during lower call-volume periods

Team Leadership & Performance Management

• Lead and support a remote bilingual customer service team to ensure service quality and operational efficiency
• Monitor team KPIs including response times, missed calls, ticket resolution, customer satisfaction, and adherence metrics
• Review missed calls and service gaps to identify operational improvement opportunities
• Conduct quality assurance evaluations on customer interactions and provide coaching feedback
• Deliver onboarding support, ongoing training sessions, and performance coaching to team members
• Assist with workflow coordination and escalation management during high-volume periods
• Collaborate closely with management to ensure seamless customer support coverage across multiple regions and time zones
• Promote a positive team culture focused on accountability, service excellence, and continuous improvement

Requirements

Required Qualifications

• Fluency in both French and English with excellent verbal and written communication skills
• Previous leadership or supervisory experience within customer service, call center, travel, or hospitality environments
• Strong phone communication and conflict resolution abilities
• Experience handling escalated customer concerns and high-priority cases
• Proven ability to multitask and manage operations in a fast-paced remote environment
• Strong organizational skills with excellent attention to detail
• Ability to lead, motivate, and coach remote team members effectively
• Comfortable working rotational schedules and supporting international customer bases
• Proficiency with CRM systems, ticketing platforms, and customer support tools

Preferred Qualifications

• Experience with Amadeus, Galileo, or Sabre Global Distribution Systems (GDS)
• Previous experience within travel agencies, airline support, hospitality, or tourism operations
• Familiarity with international travel bookings, itinerary coordination, and travel documentation requirements
• Experience managing refunds, payment disputes, and travel-related billing concerns
• Background supporting multiple global regions or international markets
• Experience creating QA scorecards, training materials, or customer service process documentation
• Administrative support experience including reporting, email management, and data entry

Key Competencies

• Leadership & Team Management
• Escalation Handling
• Customer Experience Management
• Quality Assurance & Coaching
• Complex Itinerary Coordination
• Multitasking & Prioritization
• Problem Solving & Decision Making
• Communication & Relationship Management
• Attention to Detail
• Operational Reporting & KPI Monitoring

Tools & Systems

Experience with any of the following is highly preferred:

• Amadeus
• Galileo
• Sabre
• CRM Platforms
• Ticketing Systems
• Call Center Software
• Travel Booking Platforms

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

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Note:

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.