At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Global Operations and Service team is central to this mission! As a member of our quickly growing Global Operations and Service team, you will be responsible for directly supporting our users travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing a best-in-class customer experience. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development! What Youll Do: Assist our travellers with best-in-class travel support through multiple contact channels: chat, call and email. Maintain extensive supplier, destination and system knowledge. Make quick and accurate analyses of customer needs, persona and level of urgency. Provide accurate information for hotel, flight, car and rail bookings, as required Support users with self-service of the Navan platform and app where possible. Respond to customers within SLA expectations and requirements. Follow company and customer travel and expense procedures and policies in addition to global compliance procedures. Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes. Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes. Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support. Adhere to attendance policy and complete all assigned training. Meet individual performance metrics in support of the organization and company business objectives. What We’re Looking For: 4+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level - MANDATORY REQUIREMENT IATA accreditation (WWAFT/WAII/BA2) Customer Service experience within a contact center or customer facing role. Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform. Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible. An empathetic disposition with the ability to maintain a professional attitude at all times An independent thinker who is able to use available resources to troubleshoot issues and resolve customer inquiries. A skilled communicator with excellent verbal and written communication A team player who thrives in collaborating, giving and receiving feedback and lifting others up An interest in travel with a basic understanding of world geography
As a Manager, Travel Experience Consultant, you will lead a dedicated team of Travel Consultants. This role requires a unique blend of people leadership, operational management, and relationship cultivation. You will be responsible for the day-to-day oversight of your team, ensuring they provide exceptional service, while also managing the strategic service relationship with the dedicated customer's Travel Manager and Specialists. Your leadership will be key to developing a high-performing team, driving continuous improvement, and ensuring the success of the offline travel program for our most valued customers. What You'll Do People Leadership & Development: Serve as the frontline manager for a team of Business Travel Consultants. You will be responsible for coaching, training, and upskilling team members to deliver a best-in-class customer experience. Performance Management: Conduct regular 1:1 meetings and quarterly reviews to monitor progress, set clear expectations, and track career development using career maps. Provide continuous performance feedback to encourage desired behaviors and ensure alignment with corporate goals. Operational Management: Oversee the team's operational performance, monitoring call queues (ACD) and SLAs to ensure goals are met. You will perform root cause analysis on common service issues to develop and implement permanent corrective actions and process improvements. Customer Relationship Management: Act as the primary point of contact for the dedicated customer's Travel Manager. You will conduct regular check-ins, present performance statistics, and collaborate on improvement plans and service enhancements. Issue & Escalation Resolution: Take ownership of customer escalations, managing and resolving issues from start to finish. You will coach your team to proactively address traveler inquiries and aim for first-contact resolution. As Manager, you may also need to step in and directly handle escalated chats and calls to ensure prompt and effective resolution. Collaboration & Communication: Collaborate with the wider support team to meet performance and behavior metrics. You will work with your manager to prioritize and address customer requests for product and service enhancements. You will also communicate transparently with the dedicated customer about service improvements and corrective actions. Talent Acquisition & Onboarding: Screen and interview new hires as the organization scales. You will provide input for the New Hire Training Program and ensure its effective execution for modules delivered by the support team. Administrative Oversight: Manage approvals for employee travel bookings and handle Resignation Conversations with departing employees. You will lead these discussions with respect and curiosity, documenting insights to help improve the company. Engagement & Culture: Organize team engagement activities, both in-person and remote, to foster a positive, collaborative, and high-performing team culture. What We're Looking For Experience: A minimum of 5 years of progressive leadership experience in a contact center or support environment, with at least 5 years of experience at the manager level. Industry Expertise: A minimum of 5 years of experience in the travel industry, with deep knowledge of GDS platforms (Sabre and/or Amadeus). Customer Focus: A proven ability to live and breathe customer support, with a commitment to high customer engagement and a passion for resolving complex customer issues. Leadership Skills: A track record of building relationships, motivating teams, and acting as a proven mentor. You should have a clear understanding of the challenges facing a fast-growing company. Analytical Abilities: The ability to use a data-driven approach to identify operational challenges and inform strategic decisions. Communication: Excellent written and verbal communication skills, along with strong presentation and facilitation skills. Technical Acumen: Familiarity with CRM applications (e.g., Salesforce, Twilio) and contact center applications (e.g., Calabrio, WorkDay). Personal Attributes: Excellent organizational and interpersonal skills. You should be able to work independently and as part of a team, and be flexible to work non-traditional shifts as needed. Education: Bachelor's degree preferred. What Sets You Apart A reputation as a resolution-focused leader who champions change and consistently exceeds expectations. A proven ability to proactively identify and implement process improvements. A passion for developing others and fostering a solutions-oriented team culture Location: Delhi and Bangalore Mode: 5 Days/ Office with rotational shift timings
The Navan support team is seeking a Senior Manager of Travel Experience group to join our growing team. This role provides leadership and operational oversight of Travel Experience teams responding to customers 24x7. What Youll Do: Ensure all operations are carried on in an appropriate, cost-effective way Improve operational management systems, processes and best practices Help the organizations processes remain legally compliant Formulate strategic and operational objectives Perform quality controls and achieve KPIs Recruit, train and supervise staff Find ways to increase quality of customer service What We’re Looking For: MBA/Masters from a reputed university Work experience in a reputed MNCs Result driven Data Driven, experience in Change Management, Min 5 years of experience in managing a team of “Managers” PMP certified will be an added advantage Familiar with travel industry will be an advantage Will be responsible to manage both the operations centre and accountable for overall KPIS of the organization Proven work experience as Operations Manager or similar role Knowledge of organizational effectiveness and operations management Excellent communication skills Leadership ability Outstanding organizational skills BPO and Travel Experience would be an added advantage Location: Bangalore, India
At Navan , our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Global Operations and Service team is central to this mission! As a member of our quickly growing Global Operations and Service team, you will be responsible for directly supporting our users travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing a best-in-class customer experience. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development! Location: Bangalore & Delhi, India Shifts: 5 days a week on rotational basis What You'll Do: Assist our travellers with best-in-class travel support through multiple contact channels: chat, call and email. Maintain extensive supplier, destination and system knowledge. Make quick and accurate analyses of customer needs, persona and level of urgency. Provide accurate information for hotel, flight, car and rail bookings, as required Support users with self-service of the Navan platform and app where possible. Respond to customers within SLA expectations and requirements. Follow company and customer travel and expense procedures and policies in addition to global compliance procedures. Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes. Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes. Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support. Adhere to attendance policy and complete all assigned training. Meet individual performance metrics in support of the organization and company business objectives. What Were Looking For: Experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level - MANDATORY REQUIREMENT IATA accreditation (WWAFT/WAII/BA2) Customer Service experience within a contact center or customer facing role. Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform. Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible. An empathetic disposition with the ability to maintain a professional attitude at all times An independent thinker who is able to use available resources to troubleshoot issues and resolve customer inquiries. A skilled communicator with excellent verbal and written communication A team player who thrives in collaborating, giving and receiving feedback and lifting others up An interest in travel with a basic understanding of world geography