Customer Support Team Lead Airline Project (English Speaking - Relocate to Bangkok, Thailand))

-Location: Singha Complex, Bangkok, Thailand (On-site)

-Working Hours: 24/7 rotational shifts, primarily night shifts

-Working Days: 5 days per week, Monday to Sunday, with 2 days off

*Working hours and shift schedules may be subject to change depending on business requirements.

Position Overview

We are looking for a Customer Support Team Lead to lead and manage a Japanese/ English -speaking customer support team for an international airline service project.

In this role, you will be responsible for managing daily operations and ensuring that team members provide accurate and high-quality customer service related to flight reservations, booking changes, refunds, and other customer inquiries.

You will oversee team performance and KPIs, provide coaching and support to team members, and help maintain and improve overall service quality and productivity.

The Team Lead will also play an important role in creating a stable and supportive working environment that enables team members to consistently deliver strong performance.

Key Responsibilities

-Monitor and manage daily team KPIs, including SLA, CSAT, AHT, and other operational metrics

-Provide coaching, feedback, and performance evaluations to team members

-Handle escalated customer cases and operational issues

-Prepare and maintain performance reports

-Work closely with relevant internal departments and stakeholders

-Support the team in maintaining high service quality and productivity

-Ensure smooth day-to-day operations of the Japanese-speaking customer support team

Requirements

-English: C1 level or above

-Candidates must meet at least one of the following criteria:

-Experience in airline/aviation customer service operations, with Team Lead or higher-level leadership experience

-Team Lead or equivalent leadership experience in a BPO/contact center supporting an airline or aviation-related project

-Minimum 2 years of experience in an, Team Lead, or similar leadership-related role within a BPO or airline call center environment is highly preferred