Overview
Customer Support Supervisor – Travel Jobs in Riyadh, Saudi Arabia at Tumodo
Title: Customer Support Supervisor – Travel
Company: Tumodo
Location: Riyadh, Saudi Arabia
Role Summary
The Customer Support Operational Supervisor is a role combining hands-on corporate travel booking role with operational and people supervision responsibilities. This position is responsible for delivering high-level travel services to key clients while ensuring smooth day-to-day operations of the support team, service quality, SLA adherence, and escalation management.
This role acts as the first line of operational leadership on the floor and a second-level escalation point for complex service or supplier-related cases.
Key Responsibilities
1. Travel Consulting & Client Service
- Provide end-to-end corporate travel services for assigned clients, including flights, hotels, rail, car rentals, and ancillary services.
- Manage complex, multi-leg itineraries and VIP bookings.
- Ensure full compliance with client travel policies and internal SLAs.
- Advise clients on best routing, fares, booking classes, exchanges, and alternatives.
- Handle ticketing, reissues, cancellations, refunds, and schedule changes.
- Coordinate with airlines, hotels, and suppliers to resolve disruptions and urgent travel issues.
- Act as a main point of contact for escalated client queries when required.
2. Operational Supervision & Floor Management
- Oversee daily operations of the travel support team.
- Ensure timely self-assignment of incoming cases by the team;
- Monitor and control queues across systems and channels
- Act as first point of contact for day-to-day operational questions from the team.
- Maintain clear communication channels between Support, Sales, and Account Management teams to ensure smooth coordination and client satisfaction.
3. Escalation & Case Management
- Take ownership of second-level escalations related to service delivery, SLA breaches, or supplier issues and ensure timely resolution of escalated cases.
- Take ownership of critical or sensitive queries when escalation is required.
4. Discipline & Attendance Control
- Monitor team attendance, punctuality, and adherence to working schedules via operational systems.
- Control login/logoff times and break schedules to ensure operational coverage.
- Ensure continuity of operations with minimal disruptions.
4. Quality, Knowledge & Continuous Improvement
- Support onboarding and on-the-job guidance of junior consultants.
- Share best practices, updates on travel regulations, and system changes with the team.
- Identify process gaps and suggest operational improvements.
- Maintain high service quality standards across all handled and supervised cases.
Requirements
- 5-7 years of experience as a corporate travel consultant in a TMC or business travel environment
- Strong hands-on experience with GDS systems (Sabre preferred; Amadeus/Galileo acceptable)
- Native Arabic speaker with high English proficiency
- Proven experience handling complex itineraries and corporate clients
- From 2 years’ experience as a team leader, supervisor, or acting senior role
- Strong decision-making and problem-solving skills
- High attention to detail and ability to work under pressure
What We Offer
- Competitive compensation with supervisory role uplift
- Clear career growth path into operations or support management roles
- Dynamic, international working environment
- Opportunity to influence operational processes and service quality
- Be part of a fast-growing travel tech company with global ambitions
