Customer Support Lead – Travel & Expense

About Tripare

Tripare is a B2B AI-powered business travel platform helping companies manage corporate travel, bookings, expenses and the overall travel experience from one place.

Position Overview

• Position: Customer Support Lead – Travel & Expense
• Role: Corporate Travel & Expense Support Operations
• Experience Bracket: Around 5 years (4–6 years)
• Location: Gurugram (Delhi-NCR), rotational shifts including on-call support for a 24/7 desk
• CTC: ₹10–15 LPA
• Reports to: Founder / Head of Operations

About the Role

Corporate travel doesn’t always happen during office hours. A flight can get cancelled at 2 a.m., a traveller may need to be rebooked urgently, or a client may have a question about an invoice or expense claim.

We’re looking for someone who can take ownership of Tripare’s travel and expense support function — handling complex cases themselves, putting the right processes and SLAs in place, and eventually building a team as the client base grows.

What You’ll Do

• Handle traveller and client queries over phone, email and chat, including bookings, changes, cancellations, reissues, refunds, no-shows and hotel issues.
• Manage travel disruptions end to end, including flight cancellations, delays, alternate bookings and hotel arrangements.
• Handle expense and reimbursement queries, including claim status, receipts, policy exceptions and approval flows.
• Be the day-to-day point of contact for client Travel/Admin Managers.
• Conduct regular service reviews with clients and track open issues.
• Take ownership of escalations and ensure they are closed within agreed SLAs.
• Identify recurring issues and work on the root cause rather than just resolving individual tickets.
• Set up and track support metrics such as response time, resolution time, FCR, CSAT and refund turnaround.
• Coordinate with airlines, hotels and other suppliers for refunds, waivers and invoice corrections.
• Create SOPs, FAQs and response templates and train new team members.
• Work closely with the tech/product team on recurring product issues and test fixes before release.
• Manage shift planning and team rosters as the support team grows.

What We’re Looking For

• Around 5 years of experience in corporate travel support, fulfilment or a similar role.


• At least 1–2 years of experience leading a shift or a small team.


• Hands-on experience with Amadeus, Sabre or Galileo, including PNR creation, reissue, refunds and fare rules.


• Good understanding of airline and hotel policies, corporate travel policies and GST invoicing.


• Experience with a ticketing or CRM platform such as Freshdesk, Zendesk, Salesforce or similar.


• Comfortable handling high-pressure situations and escalations.


• Good written and spoken English and Hindi.


• Comfortable working in rotational shifts and being available for critical travel emergencies.

Good to Have

• Exposure to expense management tools or corporate cards.


• Experience setting up a support function or processes from scratch.


• Experience working with a 24/7 corporate travel support desk.

A Little About the Team

We’re building the product at a stage where the decisions we make today will have a direct impact on how the engineering team and platform scale tomorrow.

So we value people who are comfortable asking questions, suggesting a better way of doing something and taking responsibility for the work they pick up. We’re a small, hands-on team and everyone is expected to contribute beyond just their assigned tickets.

How to Apply

To apply for this opening, register your profile and complete the benchmark screening on GoAirM: 👉 Apply Online at https://goairm.com/auth/register-candidate