International Lead

Job Summary

The International Lead is a remote, shift-based role dedicated to supporting Windstar Cruises' General Sales Agents (GSAs), international Travel Agencies (TAs) and the broader global sales team. This position serves as the primary contact center liaison for international markets, responsible for servicing bookings, resolving escalations, and enabling international success through training, tools, and responsive support.

Shift schedules are designed to align with international business hours, ensuring Windstar's global partners have expert support when they need it most. This role requires flexibility, cultural fluency, and a strong command of Windstar's products, promotions, and self-service capabilities.

Responsibilities

• Serve as the primary contact center support resource for General Sales Agents (GSAs), international Travel Agencies (TAs) and the global sales team.
• Service new and existing bookings on behalf of GSAs and TAs, ensuring accuracy, timeliness, and alignment with Windstar's booking standards and policies.
• Resolve escalations from GSAs and international partners, acting as a knowledgeable and responsive liaison between the global sales team and Windstar's internal operations.
• Interact with the global sales team on current promotions, itinerary highlights, and self-service capabilities, ensuring GSAs have the knowledge and tools to sell and support Windstar confidently.
• Maintain up-to-date knowledge of Windstar's yacht products, itineraries, promotions, and policies to provide accurate, compelling information to global partners.
• Work a non-traditional shift schedule aligned to international market hours; UK-support shifts operate approximately 6:00 AM - 3:00 PM ET (covering core UK business hours), and Australia-support shifts operate approximately 7:00 PM - 4:00 AM ET (covering core AEST business hours).
• Communicate proactively with GSAs and TAs regarding booking status, policy updates, promotional windows, and any changes that may affect their markets or clients.
• Track GSA and TA support interactions, escalation trends, and recurring training needs; surface insights to the Global Operating Manager and internal leadership to improve global sales enablement.
• Leverage AI-assisted tools to support response efficiency, booking accuracy, and training delivery across international markets.
• Provide daily back up support to the inbound reservation agents and management via the lead line phone and chat support.
• Other duties as assigned.

Qualifications

• 2+ years of experience in travel, hospitality, or a contact center environment; experience supporting international sales agents or B2B travel partners strongly preferred.
• Strong knowledge of Windstar's products, itineraries, and booking processes, or the demonstrated ability to develop deep product knowledge quickly.
• Ability and willingness to work a non-traditional shift schedule, including early morning, evening, or overnight hours, to support international market coverage.
• Excellent verbal and written communication skills; comfortable working across cultures and time zones with professionalism and clarity.
• Self-directed and reliable in a fully remote work environment; able to maintain productivity and communication standards without in-person supervision.
• Comfortable delivering training and presenting promotional content to sales audiences in a clear, engaging way.
• Comfort with technology tools and AI-assisted platforms; experience with CRM or booking systems preferred.

Benefits

• Medical, Dental & Vision
• HSA & FSA
• Life & Disability
• Accident, Hospital & Critical Illness
• Pet Insurance
• Vacation, Sick Time and paid Holidays
• 401(k) with Company Match
• Employee Assistance Plan
• Education Assistance
• Employee Discounts & Travel Deals

EEO Statement

Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.