**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?**:
**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!

📌 Team Lead (Travel Operations) - Mérida
🏢 Worldia
📍 Mérida