Customer Support Team Lead

Duffel

Travel Operations & Training Specialist 📍 London (Hybrid – 2 days in Shoreditch) ⏰ Must be able to work UK business hours (with some flexibility on shifts) Make travel effortless with us. Travel should be exciting, not stressful. Yet over 4 billion passengers every year rely on tech that hasn’t kept up. At Duffel, we’re rebuilding the systems that power travel — simplifying workflows and building tools that make the future of travel effortless. Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures, we’re growing fast — and we’re looking for people who want to make a real impact. About the role The Travel Ops team is at the heart of keeping bookings smooth. From voluntary passenger changes to airline-initiated updates, we make sure travellers get great service. You’ll train, coach, and support the team while helping to improve processes and workflows, building a Travel Operations function that scales as we grow. What you’ll be doing • Deliver in-person and virtual training sessions: onboarding, upskilling, refresher courses • Turn policies, workflows, system updates, and supplier info into clear, engaging training content • Communicate performance expectations to leadership and agents • Develop, maintain, and improve training materials for all Travel Ops processes • Support daily queue work as needed • Help hire and onboard new agents • Iterate operational processes based on data, metrics, and feedback What we’re looking for • 3+ years in airline or travel agency ticketing (exchanges, refunds, reissues, EMDs, name corrections, etc.) • Proficiency in at least one GDS (Sabre, Amadeus, or Travelport); NDC knowledge is a plus • 2+ years designing engaging training content: presentations, job aids, knowledge base materials • 2+ years facilitating training (in-person and virtual) • Strong operational process experience and ability to iterate using data • Excellent cross-cultural communication skills • Self-starter with strong prioritisation, proactivity, and ability to meet deadlines independently • Adaptable, customer-first mindset; comfortable in a fast-changing environment • Willingness to travel domestically and internationally Bonus points if you have Experience leveraging AI or automation to improve workflows Previous work in customer support or operations teams Everyone who joins Duffel owns a share of the company. Your work matters, and your voice will be heard. We’re an equal opportunities employer — we hire for skill and potential, not background. If you can solve problems, build amazing things, and care about making travel better, we want you here.

HRtechX

ABOUT US HRtechX is a world leading HRtech community, connecting industry executives, entrepreneurs and professionals. We are a start-up on a growth journey who help leaders evolve and create stronger businesses through people and technology. We aim to address the challenges and opportunities for HR and HR Tech. We bring together the most influential executives, investors, and entrepreneurs to share their insights on how technology will shape the future of HR, as well as forge long lasting partnerships and client relationships. HRtechX is part of United Media (https://www.united-media.com/) which focuses on building large scale industry media and conferences products in sectors such as insurance, HR, private equity, retail, etc.  CONTEXT FOR THE ROLE You’ll have the chance to shape and execute the company's client success strategy, collaborate with talented teams, and make a tangible impact on the company’s success. With a rapidly expanding market presence, this role offers both challenge and reward, providing the opportunity to lead a high-performing team while directly influencing the company's continued expansion. If you're passionate about scaling a business and being part of a forward-thinking company, this is the perfect time to join and make your mark. You will report directly to the Founder / CEO in this newly created position and will be tasked to scale the client success and operations departments, while getting the chance to impact all areas of the business at this exciting early growth stage. Specifically, you will become an integral part of the management team and work closely with the founders and be responsible for RESPONSIBILITIES As an essential member of the leadership team, you will be accountable for delivery to all clients. You and your team will be responsible for onboarding new clients, managing the delivery process and reporting performance to clients. This role is a critical part of the company continued growth and success. * Team Leadership: Manage, grow and mentor the client success team, fostering a collaborative, top performing and innovative work environment. Set clear goals and expectations and evaluate team performance. * Enabling exponential growth and expansion by focusing on what’s most important - the customer, and their success. * Implementing people management best practices and the team spirit required to scale and internationalize the functions across all markets. * Building and harmonizing cross-departmental processes across the entire company to ensure a maximum level of efficiency and customer satisfaction. * Working very closely with the organization, to take a product-led approach in creating an incredible user journey, end to end.  REQUIREMENTS * 5+ years of leadership experience in related leadership roles in a fast paced high growth environment  * Strong project management and process creation skills and strong ability to prioritize. * A track record of successfully leading and scaling similar functions, including but not limited to client success, operations, sales, growth/international expansion, in a growth startup * Experience in client success / business operations, ideally in a high growth business * Strong analytical skills and fluency across relevant tools paired with commercial acumen * Proven success in applying automation to scale operations * A passion for people! For coaching, mentoring, leading, and uplifting your teams, with an ability to create a happy, high performing, culture * Proven success in growing the client/customer success function and overall customer-focused operations to support a rapidly growing business, ideally with exposure to driving revenue growth of a successful business  WHAT THE COMPANY OFFERS Unique opportunity to take ownership of client success in an ambitious company experiencing high year-on-year growth. To ensure a never-ending growth curve, we provide you with: * The opportunity of having a real impact - You’ll be getting operational experience in a start-up where both your work and the results are highly tangible and matter to the business. * An inspiring, diverse, highly motivated, and international working atmosphere * Unlimited growth potential in our company - we strongly believe in and have a track record of promoting internally. * Market-competitive compensation. * Travel opportunity: You will be joining our conferences overseas. * Invaluable transferable skills - boost your interpersonal, research, organisation, outreach and project management skills through experience and training. STARTDATE Flexible Monday - Friday we work from our office and do not offer remote work.

Disguise

Role: Lead Engineer - Commercial Systems Department: Operations Reports into: VP of Commercial Operations Location: London, UK (hybrid) ROLE SUMMARY We’re looking for a Lead Engineer to take ownership of developing and optimizing our user-facing commercial platform. This platform is at the heart of how customers interact with our products, so you’ll have a big impact on shaping both user experience and business operations. You’ll be joining our Commercial Operations team, while collaborating heavily with the wider engineering team, finance, sales and operations. Together, you’ll develop and deliver a system that evolves alongside our customers’ and business’s changing needs. We’re looking for an engineer with a strong proficiency in our technology stack that can hit the ground running and is passionate about building successful products or systems. The role will be a mix of hands-on development and project management. You need to be able to translate the business vision into code and interact with a wider group of stakeholders. You’ll be comfortable in dealing with lots of moving pieces; you’ll have excellent attention to detail; and you’ll be comfortable with new technologies and systems.  KEY RESPONSIBILITIES * Act as a project manager for the various releases; communicate timelines to key stakeholders, advise on the roadmap, define best practice, etc. * Manage and mentor junior developers * Build and maintain APIs, services, and systems through multiple platforms, languages and technologies * Build scalable and robust backend solutions leveraging proper database optimizations * Build and maintain Vue controls and components to expose functionality to end users * Coordinate with other developers, UX designers and data engineers to ensure successful delivery of key milestones * Work heavily with other development teams within the organization to lend your expertise to other company applications * Review other developers code and pull requests, including code reviews and quality assurance testing * Assist the Support team members in customer inquiries, solving and troubleshooting problems and responding to support requests both internally and externally * Assist with troubleshooting, debugging, and deployments where necessary * Be able to take a feature and break it down into manageable tasks for implementation REQUIRED SKILLS & QUALIFICATIONS  * 5+ years software dev experience (ideally with some experience through a full product lifecycle, from ideation to deployment). * Project management experience and Product-minded: ability to think about the why and not just the how. * Strong proficiency in Vue on the frontend * Strong proficiency in Django and/or Laravel on the backend * Proven experience building integrations with existing business systems and processes (ideally Stripe, Salesforce, Netsuite, or similar and licensing management systems) * Experience leading and/or mentoring junior developers * Comfortable with legacy systems, including SOAP * Experience/willingness to use AI tools like Claude Code to improve productivity without impacting quality * JIRA, GitHub, ProductBoard or other project management tracking and ticketing tools * Git source control including proficiency with branches, pull requests, and code reviews * Strong REST understanding and implementation experience, servicing public and private APIs, including OpenAPI spec and documentation * Exposure to standard AWS based product stacks, and associated secondary tooling for documentation, testing and deployments NICE TO HAVE * Basic design/UX sensibility * Nuxt.js * Tailwind CSS  * Experience or familiarity in the live events, film, production, or entertainment industries About Disguise Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle. We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment.    Don’t Disguise your differences. Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.    Our values * Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.  * Evolutionary. We innovate using our user’s ever-changing needs so our technology remains ahead-of-the-game. * Fearless. We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest. * Resilience. We don’t give up until we find the right solution, even if it means going outside our remit. * Belong.  We create an environment where everyone feels like they belong and is empowered to do their best work.   Our benefits * We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include: * Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory * Hybrid working between home and our offices (dependent on role and location) * Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes * Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries * Belonging policies -  including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning * Training, coaching & mentoring