Customer Care Lead

About the Role Navan is seeking a Customer Care Lead to own and resolve escalations in the travel services ecosystem. You will leverage deep industry knowledge and cross-functional collaboration to protect customer trust, remediate issues, and provide learning to the organization. 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 when a customer is negatively impacted due to product, consultant, supplier, or customer errors
• Review systems and tools for cases, including booking details, booking IDs, Slack threads, and relevant travel and financial systems (GDS/NDC/Voyager/Reserver, Stripe/Expense)
• Reach out to Support Finance to review charges/refunds and validate information
• Analyze root causes of escalations and implement timely, cost-effective fixes
• Communicate with customers throughout the case and provide final RCA and action to resolve
• Provide debriefs to customers and admins with steps to avoid repeats
• Restore trust with existing accounts through exceptional service and problem solving
• Oversee refunds, write-offs, and compensation when issues are caused by internal errors
• Notify Customer Success, Product, or Technical teams of platform issues via Jira
• Provide feedback to Travel Consultants, frontline Managers, Senior Leadership, L&D, CSMs, and Product teams
• Document inquiries, requests, resolutions, and follow-up tasks
• Collaborate with internal teams on Sev issues to determine impact and path to resolution
• Escalate inquiries to appropriate departments per guidelines
• Be courteous and empathetic while balancing mutual resolution with excellent service
• Meet SLA performance metrics What We're Looking For
• Advanced knowledge of the travel industry, key suppliers, products/services, global geography, and local market nuances
• Superior technical, professional, and customer service skills
• Proven ability to manage escalations, think critically, and solve problems
• Ability to thoroughly examine escalations, provide resolutions, and redress brand damage
• Track record of maintaining customer trust through exceptional service and effective problem solving
• Experience conducting debriefs and sharing learnings with stakeholders
• Strong communication and cross-functional collaboration skills
• Proficiency with systems/tools such as PNR notes, booking IDs, Slack, GDS/NDC/Voyager/Reserver, Stripe/Expense, and Jira
• Ability to document inquiries, resolutions, and follow-up tasks
• Commitment to meet SLA performance metrics