Travel Customer Support Manager - (Hybrid)

Job Summary

We are seeking a dedicated professional to support our Customer Service department, known as the Care Team, by leading the recruitment, mentorship, and development of customer service agents. This role plays a key part in fostering a positive and empowering environment that enables team members to thrive. Additionally, the position will assist in managing departmental projects as directed by the Director of Operations.

Responsibilities

• Oversee daily operations of the Customer Service department, also known as the Care Team.
• Provide ongoing coaching and support to Care Team members through regular monitoring and bi-weekly one-on-one sessions.
• Ensure team members take full responsibility of customer issues and collaborate with other departments to drive timely resolutions.
• Respond promptly and professionally to franchise-related concerns.
• Conduct regular team meetings to share best practices, call-handling techniques, vendor promotions, project updates, and tool rollouts.
• Deliver individualized reports during one-on-one sessions, highlighting key metrics such as answered calls, tickets handled, and monitored call feedback.
• Monitor chat volume, response times, and Freshdesk metrics (calls, tickets) to ensure service level agreements (SLAs) are consistently met.
• Provide direct support with incoming calls, tickets, and chats as needed.
• Document and address any instances of unacceptable behavior to support performance improvement.
• Collaborate with Care Team Leaders to manage timesheets, shift coverage, and attendance.
• Conduct 90-day and annual performance reviews in partnership with the other Care Team Leaders and Director of Operations.
• Analyze call and ticket data and prepare detailed reports for review by the Director of Operations.
• Identify opportunities to improve reporting processes and enhance team efficiency.
• Support the launch and maintenance of platforms such as Navitrip, Chat, and other programs requiring Care Team involvement.
• Aid the Care Team Training & Development Specialist with onboarding and training of new Care Team members.
• Perform other related duties as assigned.

Competencies

• Proven ability to mentor and grow team members professionally.
• Provide support to maintain a culture of inclusion and respect across the team.
• Skilled in maintaining calm and control during high-pressure or sensitive situations.
• Ability to interpret customer service metrics, identify inefficiencies and implement solutions to maximize performance.
• Comfortable learning and using new customer service technology and platforms.
• Strong problem-solving ability, listening skills and ability to multi-task.
• Well organized.
• Proficient in social media and email communication tools, including Facebook, Instagram, and Outlook.
• Excellent written and verbal communication skills with experience in delivering presentations.
• Demonstrate good working knowledge of Microsoft Office Suite.
• Knowledge of the travel industry including travel suppliers and travel agency operations.

Requirements

• Bachelor's degree preferred
• 3+ years of relevant work experience

Location

Coral Springs, FL