Team Leader

Tripjack; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TripJack is seeking an experienced Team Leader – Ticketing, Refunds & Reissues to guide a team handling domestic and international air ticketing operations. You will oversee ticket issuance, refunds, reissues, and schedule changes while ensuring adherence to airline policies and service levels.

The role requires strong GDS skills, airline fare knowledge, and effective stakeholder management in a fast-paced travel operations environment.

Qualifications

• 6–10 years of experience in domestic and international air ticketing.
• 2+ years of team leadership experience.
• Strong knowledge of ticketing, refunds, reissues, and cancellations.
• Hands-on experience with Amadeus, Galileo, or Sabre.
• Good understanding of airline fare rules, taxes, penalties, and waivers.
• Experience handling ADM, BSP, and airline policies.
• Proficiency in MS Excel and MIS reporting.
• Ability to work under pressure and meet SLA/TAT requirements.

Responsibilities

• Lead and manage the Ticketing, Refunds & Reissues team.
• Monitor daily operations and ensure SLA/TAT adherence.
• Handle escalated ticketing, refund, and reissue cases.
• Review and approve complex fare, refund, and waiver requests.
• Manage airline schedule changes and operational disruptions.
• Coordinate with airlines, consolidators, and GDS teams for resolutions.
• Ensure compliance with airline rules, ADM policies, and company SOPs.
• Track team productivity, quality, and service performance.
• Prepare MIS reports and share operational insights.
• Train, coach, and develop team members.
• Identify process gaps and implement improvements.
• Collaborate with internal teams to ensure seamless customer support.

Skills

Air ticketing expertise

Team leadership

GDS knowledge

Fare rules & refunds

MS Excel & MIS reporting

Stakeholder management

SLA/Pressure handling

Education

Graduate

Tools

Amadeus

Galileo

Sabre

Job description

TripJack: A Great Place to Work® and the trusted tech platform for over 60K+ travel agents across India!

We’re proud to be Great Place to Work® Certified™ workplace, reflecting the trust, pride, and sense of belonging our people feel every day. This recognition reflects our commitment to a culture where our teams grow, collaborate, and drive the future of travel technology, while consistently delivering excellent service to our agent partners.

With over 35+ years of travel experience between the founders, TripJack has always prioritized the needs of travel agent partners. TripJack’s integrated platform offers content from 750+ airlines, 2 Mn+ Hotels including services across Corporate Travel, Travel assistance and Insurance, Rail and Marine segments. With a superior tech platform, seamless agent pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking & management experience for our agent partners.

Experience : 6 - 10 years

Education : Graduate

Job Summary:

We are seeking an experienced and result-oriented Team Leader – Ticketing, Refunds & Reissues to lead and manage a team handling domestic and international air ticketing operations. The incumbent will be responsible for overseeing ticket issuance, refunds, reissues, schedule changes, escalations, and operational excellence while ensuring adherence to airline policies, company SOPs, and service-level commitments.The ideal candidate should possess strong expertise in GDS systems, airline fare rules, refund and reissue processes, team management, stakeholder coordination, and process improvement within a fast-paced travel operations environment.

Job Responsibilities:

• Lead and support the Ticketing, Refunds & Reissues team.
• Monitor daily operations and ensure SLA/TAT adherence.
• Handle escalated ticketing, refund, and reissue cases.
• Review and approve complex fare, refund, and waiver requests.
• Manage airline schedule changes and operational disruptions.
• Coordinate with airlines, consolidators, and GDS teams for resolutions.
• Ensure compliance with airline rules, ADM policies, and company SOPs.
• Track team productivity, quality, and service performance.
• Prepare MIS reports and share operational insights.
• Train, coach, and develop team members.
• Identify process gaps and implement improvements.
• Collaborate with internal teams to ensure seamless customer support.

Required Skills & Qualifications:

• 6–10 years of experience in domestic and international air ticketing.
• 2+ years of team handling or leadership experience.
• Strong knowledge of ticketing, refunds, reissues, and cancellations.
• Hands-on experience with Amadeus, Galileo, or Sabre.
• Good understanding of airline fare rules, taxes, penalties, and waivers.
• Experience handling voluntary and involuntary schedule changes.
• Knowledge of ADM, BSP, and airline policies.
• Experience with B2B travel platforms or OTA systems.
• Strong team management and problem-solving skills.
• Good communication and stakeholder management skills.
• Proficiency in MS Excel and MIS reporting.
• Ability to work under pressure and meet SLA/TAT requirements.