Customer Support Lead - Travel & Expense

About the Organisation: Tripare is a B2B AI-powered business travel platform helping companies manage corporate travel, bookings, expenses and the overall travel experience from one place.
About the role: Corporate travel doesn’t always happen during office hours. A flight can get cancelled at 2 a.m., a traveller may need to be rebooked urgently, or a client may have a question about an invoice or expense claim.
We’re looking for someone who can take ownership of Tripare’s travel and expense support function — handling complex cases themselves, putting the right processes and SLAs in place, and eventually building a team as the client base grows.
What you’ll do:
Handle traveller and client queries over phone, email and chat, including bookings, changes, cancellations, reissues, refunds, no-shows and hotel issues.
Manage travel disruptions end to end, including flight cancellations, delays, alternate bookings and hotel arrangements.
Handle expense and reimbursement queries, including claim status, receipts, policy exceptions and approval flows.
Be the day-to-day point of contact for client Travel/Admin Managers.
Conduct regular service reviews with clients and track open issues.
Take ownership of escalations and ensure they are closed within agreed SLAs.
Identify recurring issues and work on the root cause rather than just resolving individual tickets.
Set up and track support metrics such as response time, resolution time, FCR, CSAT and refund turnaround.
Coordinate with airlines, hotels and other suppliers for refunds, waivers and invoice corrections.
Create SOPs, FAQs and response templates and train new team members.
Work closely with the tech/product team on recurring product issues and test fixes before release.
Manage shift planning and team rosters as the support team grows.
What we’re looking for:
Around 5 years of experience in corporate travel support, fulfillment or a similar role.
At least 1–2 years of experience leading a shift or a small team.
Hands-on experience with Amadeus, Sabre or Galileo, including PNR creation, reissue, refunds and fare rules.
Good understanding of airline and hotel policies, corporate travel policies and GST invoicing.
Experience with a ticketing or CRM platform such as Freshdesk, Zendesk, Salesforce or similar.
Comfortable handling high-pressure situations and escalations.
Good written and spoken English and Hindi.
Comfortable working in rotational shifts and being available for critical travel emergencies.
Good to have:
Exposure to expense management tools or corporate cards.
Experience setting up a support function or processes from scratch.
Experience working with a 24/7 corporate travel support desk.

Work arrangement
No