Team Lead - Online Flights

About the Company:

At Almosafer (part of Seera Group), we’re not just part of the travel industry, we’re helping shape its future.

As Saudi Arabia’s leading travel company, we serve millions across every segment of the travel and tourism ecosystem.

Rooted in our name “Almosafer,” meaning the traveler, we strive to make every journey seamless, personal, and purposeful. Our diverse platforms and services are built to deliver enriching experiences that reflect the spirit of Saudi Arabia and the wider region.

We’re united by a bold vision:

To be the undisputed leader in travel services, fostering lasting connections and setting new benchmarks for excellence in the Kingdom and beyond.

Our team across Saudi Arabia and the wider region blends deep cultural understanding with forward-thinking innovation, shaping a new standard for travel in the region.

About the Job:

Customer Care team leader position is responsible for providing quality and efficient customer experience to our travelers through the daily management of a team of employees starting from hiring, motivating, recognizing, rewarding, coaching, counseling, developing, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs.

Job responsibilities:

• Provides regular supervision and mentorship over subordinate staff ( 10 – 15 agents ).
• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching.
• Facilitates daily agent coaching and development sessions in both written and verbal format.
• Participates in operational related activities to include calibration sessions and project planning.
• Identify and address agent training needs.
• Manage program specific performance standards (i.e., AHT, Quality Scores, CSAT, VSF, etc.).
• Manage staffing in accordance with program specific workflow (i.e., down-staffing, up-staffing).
• Completion of weekly Team Manager Scorecard for review with Operations Manager.

Profile Requirements :

• 2 years of experience as a Team Lead.
• Aviation Background with GDS knowledge either Amadeus – Sabre – Galileo.
• Considerable experience managing 10-15 employees in a supervisory role.
• Excellent oral and written communication skills.
• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.
• Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives.
• Time management skills and computer proficiency (Microsoft office; excel, Ppt, etc.).
• Objectivity, professionalism, and maturity.
• Flexibility and demonstrated ability to adapt well in a changing environment.

Being you @ Almosafer:

At Almosafer, our teams work with purpose, clarity, and a shared commitment to doing things the right way.

Whether you're building platforms, supporting travelers, or shaping strategy, your work connects to something bigger. Across functions and locations, we value accountability, trust, and collaboration - and we create the structure and space for you to contribute meaningfully from day one.

Here, you will find:

A purpose-led workplace where your ideas can create real impact

Ongoing learning and development to help you grow with intention

Recognition that celebrates your wins, both big and small

A community built on trust, curiosity, and shared momentum

No matter where your journey started, at Almosafer, you will find space to grow, connect, and contribute meaningfully.