About the role
Customer Care Lead Consultant Navan - Business Travel Solutions & Expense Management Navan - Business Travel Solutions & Expense Management Platform Travel Business Travel Management See how to manage all corporate travel in one place. Program Management Advanced Analytics Navan Rewards Sustainability Travel Services Support Personal Travel Expense Navan Edge Payments Intelligence Integrations Security & Trust Business Travel Management See how to manage all corporate travel in one place. Program Management Travel Services Advanced Analytics Navan Rewards Sustainability Support Personal Travel Expense Management Control, manage, and track expenses. Navan Edge Meet your personal assistant for work trips. Payments Use Navan cards or bring your own corporate card. Intelligence Integrations Security & Trust Your browser does not support the video tag. Introducing Navan Edge Early access The new standard for frequent travelers: tailored, rewarding, effortless. Solutions By Role Accounting Teams Executive Assistants Finance Teams Travel Managers Travelers By Company Size Enterprises Small Businesses By Industry Energy and Utilities Financial Services Food and Beverage Health and Wellness Industrial and Manufacturing Media and Entertainment Professional Services Real Estate & Construction Retail and E-Commerce Technology and Software Study finds Navan saves customers 16% on business travel Read now Pricing Resources Resource Center Webinars Guides and Reports Blogs Per Diem Calculator Mileage Calculator Glossary See why 77% of managers prioritize all-in-one T&E Read now Customers Case Studies Customer Reviews Admin resources End-User Resources Help Center Your browser does not support the video tag. “Navan just feels so much easier. It’s super seamless.” Watch full video Company About Us Partners Careers Contact Us Join our team View job openings Your browser does not support the video tag. Introducing Navan Edge Early access The new standard for frequent travelers: tailored, rewarding, effortless. Region France Germany Netherlands Spain United Kingdom United States Get started Request a demo Log In France Germany Netherlands Spain United Kingdom United States Log In Log In Log In Customer Care Lead Consultant Location: Bengaluru, IN Department: Global Operations and Service (GOS) Customer Care Leads have advanced knowledge of the travel industry, its key suppliers, their products and services, global geography, and local market nuances. Customer Care Leads possess the highest levels of technical, professional, and customer service skills in the service organization. Responsible and accountable for dealing with escalations, Customer Care Leads are innate problem solvers and critical thinkers who leverage all resources to find the best outcomes for customers and users. You are highly motivated and driven to success, able to thoroughly examine all aspects of escalations and complaints to provide resolutions, redress damages to brand image, and provide compensation as needed. Customer Care Leads are critical collaborators who provide debriefs to all stakeholders and highlight learning opportunities. What You’ll Do: Prioritize and respond to support inquiries and escalations via calls, email, and chat while meeting agreed SLAs Work and resolve escalations submitted to them when a customer has been negatively impacted due to several possible reasons, including product errors, consultant errors, supplier errors, customer errors, etc. Review various systems and tools for cases, including PNR notes/booking details, all interactions related to a booking ID, all slack channels for any threads associated with booking ID, GDS/NDC/Voyager/Reszerver, and Stripe/Expense for any financials/refunds Reach out to Support Finance to review any charges/refunds from suppliers to Suppliers to validate any information Analyzes the root causes of all escalations through thorough review Find a resolution to issues in a timely and cost-effective manner and work quickly to put the fix in place Communicate externally with the customer throughout the case and provide final communication with RCA and Action to Resolve Provide debriefs to customer and/or company administrators when appropriate, including steps being taken to avoid repeat issues Gain renewed trust with existing customer accounts through exceptional customer service and effective problem solving Oversee refunds, write-offs, compensation, etc. for customers when an issue is caused by an internal error Notify Customer Success, Product, or Technical teams of any platform issues through Jira tickets Provide comprehensive feedback and follow up to Travel Consultants, frontline Managers, Senior Leadership, L&D, CSMs, or Product teams where necessary to address issues, product failures, or training requirements Document all inquiries, requests, resolutions, and follow-up tasks Work proactively with the appropriate internal teams on Sevs to determine the customers impacted, the path to resolution, and will resolve each instance Escalate inquiries and requests as necessary to the appropriate department or person, following the outlined guidelines Be courteous and empathetic with all customers, balancing finding mutual resolution with providing excellent customer service Meet SLA performance metrics and communicate timelines to customers Provide best in class service mirroring our brand reputation What We’re Looking For: 9+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel 5+ years with multiple GDS experience (Sabre, Amadeus, Galileo) to advanced level - MANDATORY REQUIREMENT Intermediate level Sabre (Sabre 4 native) required IATA accreditation (WWAFT/WAII/BA2) In-depth knowledge of industry practices, key suppliers, and their products and services Customer Service experience within a contact center or customer facing role Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends) as we scale our support organization Self-starter who can manage a high volume of work and on-call customer conversations when necessary An empathetic disposition with the ability to maintain a professional attitude at all times An independent thinker who is able to use available resources to action resolutions to escalated problems A skilled communicator with excellent verbal and written communication Exceptional communication and interpersonal skills Demonstrated ability with de-escalation and conflict resolutions Strong grasp of global geography and local market nuances Dedicated to promoting a growth mindset and continuous improvement Proven success in gaining the trust and building relationships with C-suite customers and frequent travelers About Navan Navan (Nasdaq: NAVN) is the leading all-in-one business travel , payments, and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com . Culture of Excellence Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025-2026), a CNBC Disruptor 50 (2022-2025), and a Forbes Fintech 50 (2022-2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life. Our Benefits Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family. We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you. Workplace Policy Navan believes in the value of in-person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office. Equal Opportunity Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring. Accommodations Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law. If you need any assistance or accommodations due to a disability, you are welcome to email us at [email protected] . Candidate Privacy Notice Please review Navan's Candidate Privacy Notice here . Job Search Best Practices We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc.) Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in “@navan.com” or “@navan.tech” or "@talent.navan.com". Product Business Travel Expense Management Advanced Analytics Navan Rewards Sustainability Navan Edge New Solutions Enterprises Small Business Accounting Teams Executive Assistants Finance Teams Travel Managers Travelers By Industry Energy and Utilities Financial Services Food and Beverages Health and Wellness Industrial and Manufacturing Media and Entertainment Professional Services Real Estate and Construction Retail and Ecommerce Technology and Software Resources Guides Compare Us Blog Travel and Expense Glossary Per Diem Calculator Mileage Calculator Customers Case Studies Help Center Customer Resources End-User Resources Customer Reviews Company About Us Partners Careers Contact Us 4.7 out of 5 | 9K+ reviews return ( ); Region France Germany Netherlands Spain United Kingdom United States Website Terms of Use Privacy Security Accessibility Statement Modern Slavery Statement Status Your Privacy Choices © 2026 Navan The Navan card is issued by Celtic Bank (Member FDIC), Stripe Technology Europe Limited, Stripe Payments UK Limited, Adyen N.V. (EU), Adyen N.V. San Francisco Branch (US), and Adyen N.V. London Branch (UK) About Navan Navan is the global AI-powered business travel and expense management platform that makes travel easy for frequent travelers. powering travel programs at more than 10,000 companies, including Canva , HelloFresh , DoorDash, Duolingo , and Steelcase. The platform simplifies travel, payments, and expense management with intuitive tools for booking, automated payments with built-in virtual cards, and seamless expense reporting. Navan delivers exceptional customer satisfaction , with a 96% CSAT and 43 NPS. Founded in 2015 by Ariel Cohen and Ilan Twig as TripActions, Navan reported $613M in LTM revenue and $7.6B in LTM gross booking volume, each for the twelve months ended July 31, 2025. The company aims to empower organizations worldwide to make corporate travel smarter and more efficient. Learn more at navan.com . Product Business Travel Expense Management Advanced Analytics Navan Rewards Sustainability Navan Edge New Solutions Enterprises Small Business Accounting Teams Executive Assistants Finance Teams Travel Managers Travelers By Industry Energy and Utilities Financial Services Food and Beverages Health and Wellness Industrial and Manufacturing Media and Entertainment Professional Services Real Estate and Construction Retail and Ecommerce Technology and Software Resources Guides Compare Us Blog Travel and Expense Glossary Per Diem Calculator Mileage Calculator Customers Case Studies Help Center Customer Resources End-User Resources Customer Reviews Company About Us Partners Careers Contact Us 4.7 out of 5 | 9K+ reviews return ( ); Region France Germany Netherlands Spain United Kingdom United States Website Terms of Use Privacy Security Accessibility Statement Modern Slavery Statement Status Your Privacy Choices © 2026 Navan The Navan card is issued by Celtic Bank (Member FDIC), Stripe Technology Europe Limited, Stripe Payments UK Limited, Adyen N.V. (EU), Adyen N.V. San Francisco Branch (US), and Adyen N.V. London Branch (UK) About Navan Navan is the global AI-powered business travel and expense management platform that makes travel easy for frequent travelers. powering travel programs at more than 10,000 companies, including Canva , HelloFresh , DoorDash, Duolingo , and Steelcase. The platform simplifies travel, payments, and expense management with intuitive tools for booking, automated payments with built-in virtual cards, and seamless expense reporting. Navan delivers exceptional customer satisfaction , with a 96% CSAT and 43 NPS. Founded in 2015 by Ariel Cohen and Ilan Twig as TripActions, Navan reported $613M in LTM revenue and $7.6B in LTM gross booking volume, each for the twelve months ended July 31, 2025. The company aims to empower organizations worldwide to make corporate travel smarter and more efficient. Learn more at navan.com .