Overview
Operations Team Lead Jobs in Gurugram, Haryana, India at 30 Sundays
Title: Operations Team Lead
Company: 30 Sundays
Location: Gurugram, Haryana, India
Company Description
30 Sundays is a travel company redefining couple vacations with personalized, high-quality experiences. Founded by alumni from renowned institutions and backed by leading investors like InfoEdge Ventures, the company is built on over a decade of travel industry expertise. With a mission to create meaningful connections, 30 Sundays offers specially curated holidays for couples with a focus on unique experiences, price transparency, and 24/7 support.
Role Overview:
We are looking for a proactive and customer-focused Team Lead – Customer Delight to lead and manage the post-sales guest experience function. The role involves handling escalations, driving service excellence, improving response quality, and ensuring a seamless travel experience for customers from booking to trip completion.
The ideal candidate should have strong people management skills, excellent communication abilities, and a solution-oriented mindset with prior experience in customer support, travel operations, or hospitality.
Key Responsibilities:
● Lead and manage the Customer Delight team handling guest support.
● Ensure timely and high-quality responses across calls, chats, emails, and WhatsApp.
● Monitor customer interactions and maintain service quality standards.
● Handle escalations and provide quick resolutions to ensure guest satisfaction.
● Coordinate with internal teams, vendors, and DMCs for seamless trip execution.
● Track operational KPIs such as response time, resolution time, CSAT, and review ratings.
● Conduct regular audits, feedback sessions, and performance reviews for team members.
● Drive process improvements to enhance customer experience and operational efficiency.
● Support guests during travel disruptions, amendments, cancellations, and emergencies.
● Ensure accurate documentation and closure of customer cases.
● Train and mentor team members on communication, ownership, and customer handling.
Why Join 30 Sundays
● Better-than-market salary packages with attractive incentives.
● Structured training programs to set you up for success.
● A collaborative, growth-oriented work environment.
