Team Lead, Help Desk

Team Lead, Help Desk

As a Team Lead within the Customer Care Center (CCC), you’ll lead a team of Customer Advocates delivering second-level functional and technical support to customers with a strong focus on service quality and customer satisfaction. You’ll be responsible for the day-to-day operational performance of the team, customer relationship management for strategic accounts, and people leadership.

Act as the main point of contact for strategic customers, extended account teams, third-level support, and key stakeholders;

Monitor customer activity and incident volumes to ensure service level targets are met;

Manage escalations, prioritization requests, and coordinate follow-up with other teams when needed;

Lead, coach, and motivate team members; set objectives, evaluate performance, and support career development;

Manage workforce activities including recruitment, onboarding, performance reviews, and salary input;

Ensure clear communication of organizational updates and report on team performance to the line manager;

Drive operational excellence by ensuring process adherence, quality standards, and effective resource utilization;

Identify and implement improvements to processes, workflows, and operational models;

Work autonomously to resolve complex operational and customer issues;

Participate in cross-team and cross-unit initiatives and projects;

Strong understanding of the Travel & Tourism industry; GDS knowledge (Amadeus, Sabre) is a plus;

5+ years of experience in Customer Service or a related role, with a strong technical affinity;

Proven leadership skills or experience in a customer-facing lead or coordination role;

Solid technical, functional, and commercial awareness;

Experience working with online booking engines, corporate travel and expense management tools (Cytric is a plus);

Hands-on experience with CRM systems such as Salesforce or ServiceNow;

Strong problem-solving skills and a customer-centric mindset;

Fluency in English and German is required; additional languages are an advantage;

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.