### **Who we are** Travel should be exciting to plan—not overwhelming. That’s why, in 2013, four travel lovers set out to change the game. They created **Worldia**, a platform that makes it easy for travel agencies to build, customize, and book unforgettable trips for their clients—all in just a few clicks. We partner with travel agencies giving them the tools to offer made\-to\-measure journeys across 90\+ destinations, backed by cutting\-edge technology and top\-tier customer support. And because we have a winning formula, we're continuing to drive our growth—expanding internationally, innovating our tech, and welcoming new partners to reimagine the future of travel. Ready to be part of the journey? ### **Our values** AMBITION // Shoot for the moon PLEASURE // Spend good time all together INTEGRITY // Be honest and transparent, always ### **Missions** As Team Lead, you’ll be the **main point of reference for the Operations team** within our Mérida office, ensuring smooth daily workflows, maintaining service excellence, and helping your team grow. You’ll spend roughly **50% of your time working alongside the team** (handling tickets, calls, and escalations), and **50% coaching, analyzing performance, and improving processes**. You’ll also act as **local lead** when the Manager is away by ensuring continuity, motivation, and quality delivery across the Mérida office. #### **Your Main Responsibilities** **Team Leadership \& Coaching** * Support and mentor Travel Advisors and After Sales agents through daily check\-ins and feedback. * Conduct onboarding and ongoing training sessions to ensure high performance and service consistency. * Foster a positive, collaborative, and autonomous team culture. **Operational Involvement*** Step in to handle calls and cases during peak activity periods. * Support the Sales team by resolving operational challenges and managing escalations effectively. * Collaborate closely with the Paris HQ to ensure process alignment and service quality. **Performance \& Continuous Improvement*** Monitor key performance indicators (KPIs) such as reactivity, quality, and CSAT * Analyze data to identify trends and propose actionable improvements. * Drive the implementation of best practices and LEAN standards across the team. **Key Account Support*** Ensure smooth coordination with the local manager on our strategic partner accounts * Follow up on escalations or service issues with precision and attention to detail. ### **What we are looking for:** The skill set to succeed: * 3\+ years of experience in operations, travel, or customer service (with ideally 1 year in a lead or supervisory role). * Ability to stay calm under pressure and effectively prioritize in a fast\-paced environment * Strong analytical and organizational skills (you can read KPIs, identify issues, and implement solutions) * A motivational leader who balances empathy and performance. * Excellent communication skills in English. ### **How to Apply?** If you’re interested, please join your application in **English.** We look forward to hearing from you! **Worldia has signed the IDEA Pact (Inclusion \- Diversity \- Equity \- Accessibility) and respects a fair and non\-discrimination recruitment process** **We are also proud to be certified HAPPY INDEX AT WORK BY CHOOSE MY COMPANY!**