Team Lead @ Pana:

The Team Lead position is a fast-paced role that requires skillful managing, a dedicated focus to our service level agreements, and unwavering support for the Agent team.
It is imperative that this person can work across Asia/European or European/US East Coast time zone.

Your responsibilities will include:

  • Managing around 12 agents: organizing and running bi-weekly check ins; conducting weekly quality assurance; reviewing processes with agents through on-shift coaching; working with your agents to ensure they are meeting expectations
  • Working as part of our on-call support system for the Agent team: supporting agents with any issues that come up with our clients, responding to their questions in a timely manner throughout the day and on weekends
  • Maintaining our service level agreements (SLAs) and continuously pushing towards our goals: obsessing over reports to manage volume of these tasks throughout the day; working with the Director of Travel Support to run experiments, update processes; conducting QA on agents completing these tasks and working closely with other Team Leads to ensure improvement
  • Training: develop training materials and conduct ongoing training for your direct reports
  • Attending meetings: come prepped to every scheduled meeting with the appropriate materials and data
  • Managing the admin task list: working with vendors to ensure a smooth payment and refund process for our members, managing our Uber for Business account, and completing manual reimbursements
  • Agenting: though it may not happen regularly, you will, at times, need to step in to support as an agent


  • Ability to work in a European and/or US East Coast time zone.
  • Limited-to-no travel while working. (You must take time off to travel)
  • Minimum of 6 months as a high performing agent.

What We Value

You love learning...

You believe no problem is too hard, because you can teach yourself how to solve it. The importance of this skill in this role cannot be overstated.

You work hard...

You relentlessly and swiftly execute towards your goals and metrics. You are not afraid of long hours, and you are able to handle stress well and maintain a positive attitude. You do not measure the success of your day by how many hours you have worked, but rather by what you have accomplished.

You are creative...

The challenge of creating amazing experiences for our members while supporting and building a scalable team excites you. You have an eagerness to think outside the box and constantly improve processes and create efficiencies.

You are empathetic and helpful...

You voluntarily step up when others are struggling, even if the problem is not in your area of expertise. You are happiest when your team members are providing great service to our members and enjoying the work they do.

You communicate clearly...

When writing you are eloquent, informative, and efficient. In person, you are articulate about your perspective, feelings, and opinions. You are comfortable providing both your boss and your direct reports with constructive feedback.

You are persuasive...

You achieve win-win scenarios for yourself and others in your life—not by compromise, but by effective listening, conversation, and negotiation.




Apply for this Job

* Required
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Pana are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.