Process Lead

About Us 

Traditionally, booking an organized tour was a tedious and time-consuming process. Where will I stay? What activities will I do? What meals am I going to have? What operator can I trust? TourRadar transforms this experience by making booking multi-day adventures seamless and timely. Partnering with 2,500+ operators to offer over 50,000 adventures in 160+ countries, we’ve revolutionized the travel industry. 

Founded in 2010, TourRadar was the first to transition multi-day tours to an online marketplace, establishing ourselves as the leader in the industry. In 2021, we redefined the landscape again by launching the Adventure Booking Platform—a revolutionary tool connecting travelers, operators, and travel agents to organized adventures through one powerful platform. 

With 40+ different nationalities in our team and offices spanning Europe, North America, and Australia, we deliver an unparalleled booking experience. Our culture of innovation fosters exceptional talent, and we’re looking to scale our team with individuals who share our passion for reshaping the future of travel. 

Essential Duties

• Embody TourRadar’s core values daily, fostering an inspiring and engaging work environment focused on results.
• Partner with the Head of Customer Service to ensure team targets are achieved and support needs are met.
• Monitor team performance using advanced data tools to track progress against goals.
• Serve as the escalation point for complex issues and provide effective problem-solving.
• Plan daily team activities and step in to assist on the frontline when necessary.
• Identify development needs and deliver coaching, training, and regular 1:1 sessions.
• Support onboarding and mentorship for new team members.
• Drive workflow efficiency by implementing new processes and best practices.
• Actively participate in company events and team meetings.
• Champion continuous improvement by sharing feedback and innovative ideas.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 1–3 years of experience as a people manager or team leader in a service-oriented environment.
• Proficient in Excel, Word, and PowerPoint.
• Strong coaching and mentoring abilities.
• Skilled in creating reports for business reviews, scorecards, and billing.
• Excellent written and verbal communication skills.
• Strong customer service orientation.
• Ability to build and maintain effective relationships at all levels, internally and externally.
• Highly organized with the ability to manage multiple priorities.
• Demonstrates discretion and confidentiality at all times.
• Proactive, enthusiastic, and self-motivated.
• Resilient, adaptable, and dynamic in a fast-paced environment.
• Results-driven and capable of working both independently and collaboratively.