Escalated Customer Care TL/Coordinator French Market (Híbrido)

Company Description is a European Travel-Tech leader in dynamic holiday packages, operating a portfolio of well-known brands such as Rumbo, Volagratis,, Bravofly, Jetcost, Crocierissime and Hotelscan.

We have specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days - and are committed to explore how technology can change the way people think about holidays.
Every month, we reach 60 million unique users that search for and book their travel and leisure experiences across all our websites and mobile apps.

At our motto is “we live for the holidays”- so we wish you were here! We already have more than 1,000 people working away to ensure our customers have meaningful experiences and make memories to last a lifetime. And we always have room for more.

At the heart of our culture is a commitment of inclusion across race, gender, age sexual orientation, religion, gender identity or expression and accessibility. We value different lived experiences and respect viewpoints, as we know unicity drives innovation.
We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here.
We want to make sure our people reflect the communities across the world we help travel.

Job Description

We are looking for a Claims TL/coordinator to join the Customer Karma ECT Team. The team's mission is to improve our customer's experience, resolving their complaints and restoring their confidence in our company. We need someone who values the importance of excellent customer service. He/she will also be responsible for coordinating team members, and defining daily activities and focus. We offer a wonderful and positive environment. The candidate will grow in terms of skills and competencies supported by others TL.

Hybrid model telework (2 days per week at the office, 3 days at home)


Key Responsibilities

  • Agents Management  for ECT activities
  • Oversee day-to-day agent's work, supporting the team's activities
  • Operative support to the team in the management of the customers and the systems
  • Monitor team performance, Quality, and metric reports
  • Motivate team members and able to work under pressure and by goals
  • Support Process Improvement
  • Training employees, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.
  • Work closely with the relevant teams within the Customer Delivery Org and Escalated Care Team TL to ensure overall process consistency

Skills and Experience


  • Fluency in English and French, and Spanish.
  • Teamwork oriented, but able to deliver individual results when needed knowledge and understanding of Customer Support Metrics/KPIs
  • Cross-cultural sensitivity, self-motivated, and used to working in a dynamic and fast-paced environment
  • Ability to set measurable goals and see them to completion
  • Proactive, flexible, can-do attitude



  • GDS knowledge
  • Google/Excel Workspace knowledge


Additional Information


  • Multicultural & Multi-lingual team environment

  • Travel discounts through our website (staff intranet)

  • Great incentives package