Customer Service Team Lead

PickYourTrail is India's most loved leisure travel brand for millennials. We've revolutionised travel with our Do-It-Yourself vacation builder platform, helping over 100,000 travellers from 14 countries create unforgettable memories. With an exceptional NPS score of 60+, we're breaking away from traditional packaged tours and creating SUPER HIT HOLIDAYS!!

Why Now?

The travel industry is experiencing a watershed moment. Post-pandemic demand is surging — everyone wants to travel. Join us now for accelerated career growth. We've not only survived but thrived, expanding our footprint into a global market.

What You'll do

At PickYourTrail, we craft seamless holiday experiences for travellers across the globe. As an TL/ATL — Customer Experience (Booking & Pre-Trip), you'll be the backbone of our travel operations — ensuring absolute booking accuracy and seamless pre-trip readiness for every traveller we serve

• C+2 / C+4 Closures: Drive timely closure of booking and pre-trip tasks within defined turnaround timelines
• Error-free booking operations: Own the accuracy of every booking — zero errors, zero misses
• Pre-trip task closure: Ensure all pre-trip requirements are completed well within due dates for every traveller
• Chat & ticket response monitoring: Monitor and oversee team response quality and TAT across all customer touchpoints
• Refund tracking & loss reduction: Track refund cases end-to-end and work proactively to minimise revenue loss
• Reduce pre-trip escalations: Identify patterns, fix gaps, and bring down escalation numbers consistently
• I2 escalation handling: Take ownership of complex escalations and drive them to resolution swiftly

Who Are We Looking For?

We're looking for someone who leads with ownership, thrives under pressure, and is obsessed with getting things right

• Natural leader: You lead by example, keep your team motivated, and step up when it counts
• Detail-obsessed: You catch errors before they become problems — accuracy is non-negotiable for you
• Ownership mindset: You take full responsibility for your team's output and never wait to be chased.
• Clear communicator: You can coordinate across teams — ops, finance, suppliers — with zero confusion
• Problem solver: You don't just escalate — you dig in, find the root cause, and fix it
• Travel enthusiast: You genuinely love travel and understand what a great holiday experience means to a customer.

Education: Any degree

Experience: 3–6 years in Customer Experience / Travel Operations

Work Location: Madurai

Email: karthiga.d@pickyourtrail.com