Travel Consultant Supervisor

Role overview

This position blends corporate travel servicing with team supervision. The lead/supervisor is expected to deliver premium travel support to important clients while keeping the support floor running efficiently, meeting service targets, and managing escalations effectively.

It serves as the main operational lead on the floor and also as a secondary escalation contact for difficult service cases or supplier-related issues.

Travel consulting and client support

• Deliver complete corporate travel arrangements for assigned clients, covering air travel, accommodation, rail, vehicle rentals, and related add-ons.
• Manage complicated itineraries involving multiple segments, including VIP travel requests.
• Work in line with client travel policies and internal service-level commitments.
• Guide clients on optimal routes, fare options, booking classes, exchange options, and suitable alternatives.
• Process ticketing tasks such as reissues, cancellations, refunds, and itinerary changes.
• Coordinate with airlines, hotels, and other suppliers to fix disruptions and urgent travel issues.
• Serve as the primary contact for escalated client concerns when needed.

Operational supervision and floor management

• Manage the daily workflow of the travel support team.
• Make sure incoming cases are assigned promptly by the team.
• Track and manage queues across platforms and communication channels.
• Act as the first operational contact for routine team questions.
• Keep Support, Sales, and Account Management aligned to ensure smooth handoffs and strong client satisfaction.

Escalation handling and case ownership

• Own second-level escalations involving service delivery, SLA misses, or supplier problems and drive them to closure on time.
• Take responsibility for critical or sensitive cases whenever escalation support is needed.

Attendance, discipline, and coverage control

• Track team attendance, punctuality, and schedule compliance through operational systems.
• Monitor login, logoff, and break timings to maintain proper coverage.
• Help ensure uninterrupted operations with as little disruption as possible.

Quality, coaching, and continuous improvement

• Support onboarding and day-to-day guidance for junior consultants.
• Share travel policy updates, process best practices, and system changes with the team.
• Spot process gaps and recommend improvements to operations.
• Maintain consistently high quality across both handled and supervised cases.

What the company offers

• A competitive package that includes a compensation uplift for the supervisory role.
• A clear progression path toward operations or support management roles.
• An energetic, international workplace.
• The chance to help shape operating procedures and service quality standards.
• Opportunity to join a rapidly expanding travel technology business with worldwide ambitions.

Requirements

• Between 5 and 7 years of experience as a corporate travel consultant in a TMC or business travel setting.
• Strong practical experience using GDS platforms, with Sabre preferred and Amadeus or Galileo also acceptable.
• Native-level Arabic fluency and strong command of English.
• Demonstrated ability to handle complex itineraries and corporate clientele.
• At least 2 years of experience in a team leader, supervisor, or acting senior capacity.
• Strong judgment, troubleshooting ability, and decision-making skills.
• Excellent attention to detail and the ability to perform well under pressure.