Senior Executive - Customer Success

Holiday Tribe; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

Holiday Tribe in Gurugram is seeking a Customer Success Executive to enhance the traveler journey post-booking. You will build trust, provide timely updates, and coordinate services to ensure a smooth, personalized experience.

You will work closely with internal teams and vendors, handle inquiries with empathy, and collect feedback to drive service improvements across short- and long-haul itineraries. The role demands excellent communication, multi-tasking, and a proactive, customer-first

Qualifications

• Excellent communication and CRM skills.
• Ability to build trust and manage relationships post-booking.
• Knowledge of short-haul and long-haul travel destinations and traveler expectations.

Responsibilities

• Own the end-to-end customer journey post booking, ensuring a seamless and stress-free experience
• Act as the primary relationship manager for customers, addressing queries and concerns proactively
• Coordinate travel documents, vouchers, itineraries, and confirmations with clarity and ease for the customer
• Anticipate customer needs and provide timely updates to enhance confidence and satisfaction
• Work closely with internal teams and vendors to ensure smooth execution of services
• Handle escalations with empathy and solution-oriented thinking
• Ensure customers feel supported, informed, and valued throughout their travel experience
• Collect feedback and contribute insights to continuously improve customer experience standards

Skills

Communication

Relationship-building

Travel knowledge

Job description

Holiday Tribe is a travel-tech company headquartered in Gurugram. Backed by leading VC firms like Powerhouse Ventures and GSF, and having recently raised pre-series A funding, we are growing rapidly and setting the stage for the next phase of scale. We specialize in curated leisure travel experiences across 30+ global destinations, combining deep human expertise with a bold vision of building cutting-edge AI and technology that will transform how Indians plan and experience their holidays. Recognised as the Emerging Holiday Tech Company at the India Travel Awards 2023, we’ve also partnered with international tourism boards to bring world-class experiences to Indian travellers. At our core, we are a fun, performance-driven workplace on a mission to build the next big thing in travel — making holiday planning faster, smarter, and unforgettable.

Role Overview:

The Customer Success Executive plays a key role in enhancing the overall customer journey by ensuring every traveler experiences a smooth, personalized, and memorable holiday. This role focuses on building trust with customers post-booking, proactively supporting them at every stage of their journey, and adding value through timely communication, attention to detail, and thoughtful service delivery.

Key Responsibilities:

• Own the end-to-end customer journey post booking, ensuring a seamless and stress-free experience
• Act as the primary relationship manager for customers, addressing queries and concerns proactively
• Coordinate travel documents, vouchers, itineraries, and confirmations with a focus on clarity and ease for the customer
• Anticipate customer needs and provide timely updates to enhance confidence and satisfaction
• Work closely with internal teams and vendors to ensure smooth execution of services
• Handle escalations with empathy and solution-oriented thinking
• Ensure customers feel supported, informed, and valued throughout their travel experience
• Collect feedback and contribute insights to continuously improve customer experience standards

What We’re Looking For:

• Strong communication and relationship-building skills
• Good knowledge of Short-haul & Long haul travel destinations and customer expectations
• A proactive, customer-first mindset with high attention to detail
• Ability to manage multiple customers while maintaining service quality
• Passion for creating meaningful and memorable travel experiences