Customer Care Lead

Navan is looking for a specialist agent to join our Customer Care team in providing unparalleled escalation support for customer issues. You’ll be responsible for solving complex issues the
Navan way by helping all customers, travellers and admins in any high level customer issue. You will possess innovative problem-solving skills that will wow our customers and make sure both
the traveller and Navan are looked after. In this role, you’ll work across the company–including extensively with the Customer Success team to provide insights, feedback and resolutions
enabling the drive for customer advocacy and trust. You will offer high-level support coverage that will build brand equity and strong business results.

What You’ll Do:

● Prioritise and respond to support inquiries and escalations via telephone, email, and chat meeting with agreed SLA’s
● Assess, qualify and interrogate all escalations to find the cause of the issue.
● Find a resolution to the issue in a timely and most cost-effective manner and work quickly to get the fix in place.
● Notify Customer Success, Product of any platform issues through Jira.
● Provide comprehensive feedback and follow up to Agents, Managers, Directors, CSM’s and Product teams where necessary to address issues, product failures or training requirements.
● Document all inquiries, requests, resolutions, and follow-up tasks
● Escalate inquiries and requests as necessary to the appropriate department or person following outlined guidelines ie. final resolution documentation to all involved in customer management.
● Display a courteous and empathetic attitude to all customers, finding mutual resolution
while providing excellent service
● Gain renewed trust with existing customer accounts through exceptional customer service and effective resolution techniques.
● Oversee refunds, write-offs, compensation and surprise & delights for customers when an issue is caused by an internal error.
● Meet SLA performance metrics as outlined and communicate timeline to customer
● Provide debrief to Customer and/or Company Administrators where appropriate, including steps taken to avoid repeat issues.
● Provide the best in class service mirroring our brand reputation

What We’re Looking For:

● 5+ years customer-facing travel experience at a travel company/or top travel brand that solves customer issues to increase satisfaction and sales.
● Advanced level qualifications gained in both Sabre and Amadeus for ticketing & reissues
● Self-starter problem solver: High volume of work and on call customer conversations when necessary
● Demonstrated success in gaining the relationships of C-Suite customers and frequent traveling employees.
● Sincere care in taking care of customer issues and building relationships through a pragmatic and proactive approach.
● Demonstrated ability to deliver final resolution when the outcome may not be as expected in a professional and empathetic manner.
● Solve complex issues and create long term trust in our brand.
● Work with management as necessary and solve complex issues with them.
● Collaborative mindset. You thrive in cross-functional environments and have worked with customer success, leadership, product, sales to make customers issues turn to
opportunity.

● Self-starter with a mentality to think of ways to solve complex problems for experimentation and think of ways to negotiate on behalf of the customer and company.
You’re always looking for ways to do your job better and you never wait to be told what to do. When you see an opportunity, you jump on it. You want to help others
● A positive attitude: You’re a team player and you’re resilient in the face of challenges.You make our customers believe in our support and how we solve issues when they arise.
● Strong organizational skills with ability to effectively prioritize multi customer issues that may be pending.
● An undeniable passion for travel and customer resolutions.