Team Lead Corporate Travel

Direct Travel•Remote,

11d

About The Position

Avenir, Direct Travel’s next-generation corporate travel service, combines a modern booking platform powered by Spotnana with concierge-level support. The Team Lead directs, coaches and supports a team of Corporate Travel Consultants to deliver outstanding client experiences. Working with the Avenir Hub Manager, the role helps ensure accurate, cost-effective and policy-compliant travel arrangements using corporate contracts and preferred suppliers across multiple markets, languages and time zones. The role focuses approximately 50% on supervision, including team leadership, rostering, shift planning, meetings and performance reviews; 40% on operational support for bookings, servicing, changes and escalations; and 10% on administration, including reporting, credit-card and client reports, refunds and other manual tasks. The Team Lead supports an always-on service and balances operational work with supervisory responsibilities.

Requirements

Experience leading, supervising or coaching a team in a corporate travel environment.
Strong travel-industry knowledge, including international pricing rules and procedures.
Applied knowledge of one or more global distribution systems (GDS).
Excellent verbal and written communication skills.
Strong accountability, close attention to detail and a high level of professionalism.
Ability to remain calm under pressure, defuse tense situations, think logically and find solutions.
Confident decision-making and problem-solving skills.
Ability to motivate and retain a team.
Ability to prioritize workload and meet agreed deadlines.
Flexibility to work different shift patterns, including weekends, to support an always-on service.
Willingness to learn new ways of working and lead a team that is part of the new tech generation.
Good working knowledge of Outlook and Microsoft platforms.
Customer focus and ability to build strong internal and external relationships.
Strategic and innovative thinking, commercial awareness and decisiveness.
Ability to inspire, coach, empower and hold a team accountable for performance and results.
Ability to influence others with confidence and adapt communication style.
Self-awareness, integrity, empathy and consideration for others.
Goal-driven approach, high expectations and a passion for helping others excel.

Nice To Haves

Knowledge of the Avenir platform, powered by Spotnana; full training will be provided.
Additional language skills in French, Spanish, German or Portuguese.

Responsibilities

Lead the team to meet client and internal service-level agreements across phone, email and chat while maintaining high quality.
Ensure domestic and international travel arrangements comply with client travel policies and preferred-supplier requirements.
Ensure the team provides appropriate advice on visa, passport and health requirements for a multicultural client base.
Ensure calls, emails and chats are handled promptly and professionally in accordance with service standards, etiquette and escalation procedures.
Coordinate with other Avenir hubs and World Service Centers to support seamless handovers and consistent service across markets and time zones.
Serve as an escalation point for travelers, travel arrangers and travel managers on service and Avenir platform issues; resolve issues or escalate them to Avenir Product Support.
Investigate service issues, client complaints and ADM disputes, ensuring feedback is logged, reviewed and resolved promptly.
Build client relationships and attend client review meetings when relevant or when the Avenir Hub Manager is unavailable.
Support the Avenir Hub Manager with new client implementations and go-live readiness.
Keep the team informed about client changes, platform releases and functionality, industry news and product knowledge.
Collect team feedback on the Avenir platform and share it with Product and Operations teams.
Plan rosters and shift patterns, including weekends, against forecast demand and distribute workload fairly.
Embed and monitor operational and quality processes, measure team output and service experience, and identify efficiency improvements.
Review daily reports and ensure refunds, cancellations and manual-action items are completed on time.
Use reporting tools to share performance and financial updates with the team.
Use feedback and root-cause analysis to drive continuous improvement.
Support the Avenir Hub Manager in developing and motivating the team through one-to-ones, objective setting, coaching and performance reviews.
Mentor team members to maximize performance and margin potential.
Identify training and development needs, oversee completion of the Avenir training plan, and ensure team members have protected time to use Direct Travel learning platforms.
Help the Avenir Hub Manager run regular team meetings.
Build a positive, cooperative, high-performing team culture aligned with Direct Travel’s values and its “Everyone Is a VIP” service vision.
Balance operational and supervisory duties effectively.