Customer Support Team Leader

About the role

G2 Travel is seeking a dynamic Customer Support Team Leader to guide a team that connects global travel agents with hotel suppliers across Europe and the Middle East. You will be responsible for ensuring high‑quality service, fostering a collaborative environment, and driving continuous improvement.

Key responsibilities

• Lead, motivate and coach the customer support team to meet performance targets.
• Set expectations, provide regular feedback and conduct performance evaluations.
• Identify training needs and organise skill‑enhancement sessions.
• Handle escalated customer issues with empathy and effective problem‑solving.
• Monitor metrics and customer feedback, implement corrective actions.
• Develop and maintain strong customer relationships and a customer‑centric culture.
• Collaborate with internal departments to streamline workflows and resolve pain points.
• Maintain and update support procedures, guidelines and knowledge‑base articles.
• Prepare weekly, monthly and ad‑hoc performance reports and analyse data for trends.
• Act as liaison between support team and other functions, ensuring clear communication.

Required profile

• Proven leadership experience in a customer‑service or call‑center environment.
• Strong communication and coaching abilities.
• Analytical mindset with a focus on data‑driven improvement.
• Ability to manage multiple priorities and drive results.
• Customer‑focused attitude and problem‑solving orientation.

Required skills

What we offer

• A collaborative, fun workplace where teamwork is valued.
• Opportunities for professional growth within a global travel company.