Customer Care Lead Consultant

Role Overview Navan is seeking a Customer Care Lead Consultant to join our support team in Bengaluru. In this role, you will handle complex escalations, resolve complaints, and provide solutions for C-suite clients and frequent travelers. You will leverage your advanced travel industry knowledge to provide best-in-class customer service and collaborate across internal teams to resolve platform issues. Key Responsibilities - Prioritize and respond to customer support inquiries and escalations via calls, emails, and chat. - Investigate and resolve booking-related escalations using GDS, NDC, and internal platforms. - Analyze the root causes of customer issues, implement timely fixes, and communicate RCA reports to clients. - Collaborate with product, engineering, and finance teams to log platform bugs and process refunds. - Mentor frontline agents, provide debriefs to stakeholders, and highlight training opportunities. Required Qualifications - Five to nine years of experience in a Travel Management Company or Business Travel Consultant role. - Mandatory advanced-level experience with multiple global distribution systems, specifically Sabre. - In-depth knowledge of global geography, local market nuances, and industry travel suppliers. - Strong de-escalation, conflict resolution, and communication skills. Why Join Us You will be part of a fast-scaling company that values a growth mindset, offering excellent opportunities for professional advancement.

- Five to nine years of experience in a TMC or Business Travel Consultant role - Advanced expertise in Sabre GDS (Amadeus or Galileo is a plus) - Confident using modern tools like Zendesk, Gmail, Slack, and Salesforce - Ability to work flexible, non-traditional shifts including early mornings, evenings, and weekends - Strong de-escalation and conflict resolution skills - IATA accreditation is preferred

- Competitive salary and performance rewards - Comprehensive health and life insurance - Flexible and supportive work environment - Continuous training, career development, and certification opportunities - Opportunities to work with advanced travel technology platforms