Team Lead - Customer Success

About Us

Holiday Tribe is a Great Place To Work® Certified™ travel-tech company headquartered in Gurugram. Backed by leading VC firms like Powerhouse Ventures and GSF, and having recently raised pre series A funding, we are growing rapidly and setting the stage for the next phase of scale.

We specialize in curated leisure travel experiences across 30+ global destinations, combining deep human expertise with a bold vision of building cutting-edge AI and technology that will transform how Indians plan and experience their holidays.

Recognized as the Emerging Holiday Tech Company at the India Travel Awards 2023, we’ve also partnered with international tourism boards to bring world-class experiences to Indian travelers.

At our core, we are a fun, performance-driven workplace on a mission to build the next big thing in travel — making holiday planning faster, smarter, and unforgettable.

Role Overview

At Holiday Tribe, the Team Lead – Customer Success will own the end-to-end traveler experience, ensuring every customer interaction reflects empathy, responsiveness, and resolution excellence. This role requires a strong people leader with an exceptional customer-service mindset, capable of balancing high-volume chat support with quality voice interactions.

Key Responsibilities

• Lead, coach, and motivate the Customer Success team to deliver consistent, on-brand HT experiences
• Drive proactive customer coordination across bookings, travel journeys, and post-travel support
• Own customer escalations and crisis situations, ensuring swift, empathetic, and accountable resolution
• Oversee chat-based customer support (70%) and voice interactions (30%), ensuring quality and efficiency
• Ensure CRM accuracy, process adherence, and seamless implementation of HT service workflows
• Handle complex customer conversations and guide the team on effective complaint resolution
• Plan & manage productivity, call/chat quality, and continuous team coaching.
  
  

• Exceptional customer service orientation with a strong customer-first mindset
• Proven experience managing chat-heavy service operations with voice support exposure
• Strong hands-on knowledge of CRM systems and service processes
• Demonstrated people leadership, coaching, and team development skills
• Ability to remain calm, solution-focused, and empathetic in high-pressure customer scenarios