Customer Care Lead Consultant

Responsibilities

• Prioritize and respond to support inquiries and complex escalations via calls, email, and chat while meeting agreed SLAs
• Resolve high-level escalations caused by product errors, consultant errors, or supplier issues
• Conduct thorough root cause analysis (RCA) for all escalations to prevent repeat occurrences
• Review PNR notes, booking details, and financial records in systems like GDS, Stripe, and Salesforce
• Communicate directly with customers to provide resolutions, redress damages, and provide final RCA updates
• Collaborate with Support Finance to validate charges and refunds from suppliers
• Notify Product, Technical, or Customer Success teams of platform issues via Jira tickets
• Provide comprehensive feedback and debriefs to leadership, L&D, and frontline managers to address training or product gaps
• Oversee refunds, write-offs, and compensation for errors caused by internal processes

Requirements

• 9+ years of experience in a TMC/BT Consultant role covering air, rail, and hotel products
• 5+ years of experience with multiple GDS platforms (Sabre, Amadeus, Galileo) at an advanced level
• Intermediate proficiency in Sabre (Sabre 4 native) is required
• Valid IATA accreditation (WWAFT/WAII/BA2)
• Proven customer service experience within a contact center or customer-facing environment
• Proficiency with Gmail, Zendesk, Slack, and Salesforce
• Strong understanding of global geography and local market nuances
• Ability to work non-traditional shifts, including early mornings, late evenings, and weekends

About the Company

Navan is the global AI-powered business travel and expense management platform that makes travel easy for frequent travelers. Powering travel programs at more than 10,000 companies, Navan simplifies travel, payments, and expense management with intuitive tools for booking, automated payments, and seamless reporting.