About the role
Travel Experience Lead 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 Travel Experience Lead Location: Bengaluru, IN Department: Global Operations and Service (GOS) Navan is looking for an Admin Escalation Lead to join our Services team to provide unparalleled escalation support for Designated customer issues. You’ll be responsible for solving complex issues the Navan way by helping Designated customers (travel managers and admins) in any high level or high priority (urgent travel) customer issue. You possess strong written and verbal communication skills and innovative problem solving abilities that will wow our customers and make sure both the customer and the company are taken care of. In this role you will collaborate with various teams across the company to drive and provide elevated problem solving / escalation resolution. You will create deep customer trust by driving all escalations through to resolution, and provide high level support coverage that will build brand equity and strong business results. The ideal candidate is a highly-motivated self-starter with demonstrated experience in providing creative and innovative thinking and problem solving in dealing with customer escalations. You have strong experience in travel and have demonstrated experience successfully making customers believe in Navan service. You have a strong customer facing service acumen and you’re comfortable working with all levels of customers and work effectively across internal teams and stakeholders to build long lasting service relationships. What You’ll Do: Respond to support inquiries and requests via telephone, email, and chat within SLAs (2 hours for urgent inquiries, 1 business day for others) Research issues, find root cause and document product issues via Jira as necessary to fix issues Document all inquiries, requests, resolutions, and follow-up tasks Use business intelligence to identify, track, and action trends in escalation types to reduce volume and provide a better customer experience Escalate inquiries and requests as necessary to the appropriate department or person following guidelines ie. final resolution documentation to all involved in customer management Handle escalations related but not limited to: product, service errors, refund discrepancies, fare differences, post-booking travel issues, missing Navan charges Display a courteous and empathetic attitude to all customers, finding mutual resolution while providing excellent service, striving for first contact resolution Gain renewed trust with existing customer accounts through exceptional customer service and effective resolution techniques Meet performance metrics as outlined (TBD) and communicate timeline to customer Handle calls and chats as required Collaborate closely with travel consultants and travel leads as needed to resolve issues Comfortable working in a high pressure role Demonstrated ability to prioritize tasks and manage time efficiently Provide the best in class service mirroring our brand reputation What We’re Looking For: 5+ years customer facing escalation experience at a travel company/or top travel brand that solves customer issues to increase satisfaction and sales. TMC experience preferred Scrappy 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 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 to solve complex issues 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 Bachelor’s degree preferred An undeniable passion for travel and customer resolution. 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 .