Customer Support Team Lead – Airline Project - English speaking

Location: Bangkok, Thailand (Singha Complex)

Employment Type: Full-time / Permanent

Working Hours: Primarily night shifts, on a 24/7 rotating shift schedule, 5 days per week (Monday–Sunday)

The main shifts will generally be night shifts starting from 6:00 PM or later.
Working hours and shifts may be changed depending on business requirements.

Job Overview:

As a Team Lead for the English-speaking team supporting an international airline client's customer service project, you will be responsible for managing and leading the team.

You will ensure that team members provide accurate and high-quality customer service for inquiries related to airline ticket bookings, changes, cancellations, refunds, flight-related inquiries, and other customer requests.

You will also monitor the team's service quality, productivity, and attendance, implementing improvement actions when necessary to ensure stable and effective team operations.

Main Responsibilities:

Manage KPIs and team performance, including SLA, CSAT, and AHT
Provide daily coaching, feedback, and performance evaluations to team members
Handle escalated cases, including complex inquiries and customer complaints
Manage daily operations, including shifts and attendance
Prepare performance reports, analyze issues, and implement improvement actions
Collaborate with related departments such as Operations, QA, and Training
Create a team environment where both new and existing members can perform their duties consistently and effectively

Requirements:

Fluent in English language (C1 or C2 level)
1–2+ years of customer service experience in the airline/aviation industry
Experience as a Team Leader or in an equivalent leadership role in a BPO/contact center
Practical experience in team management, KPI management, coaching, performance management, and escalation handling
Flexibility to work on a 24/7 rotating shift schedule, including night shifts
Experience working on an airline-related project in a BPO/contact center is highly preferred
Experience with airline customer service operations, including airline ticket reservations, ticket changes, ticketing, and refunds, is preferred
Open for any Nationality
Must be willing to relocate to Thailand

Team Leader - English Speaking - Airline Project