Client & Sales Support Manager (On-site)

TRAC Recruiting•Manhattan Beach, CA

22h•Onsite

About The Position

The Client & Sales Support Manager leads and develops two teams—Reservations & Accounts Receivable and Group Sales & Client Services—each led by a supervisor. The role ensures efficient operations, exceptional customer service, accurate processes, and timely support for the sales organization and travelers. It combines people leadership with hands-on involvement in daily operations, issue resolution, workflow improvement, and cross-department relationship building. This is a full-time, direct-hire, on-site position with a travel and tour industry partner in Southern California. The candidate must be local and legally authorized to work in the United States without current or future sponsorship; U.S. citizenship or a Green Card is required.

Requirements

Previous people-management experience leading a customer service, reservations, sales support, or operations team.
Strong leadership skills and the ability to coach, motivate, and develop supervisors and team members.
Exceptional customer service skills and emotional intelligence, including experience handling escalated concerns and resolving complex issues.
Strong organizational skills and attention to detail, with the ability to manage competing priorities and deadlines in a fast-paced environment.
Demonstrated ability to improve processes, establish accountability, and drive operational efficiencies.
Excellent written and verbal communication skills and the ability to build relationships across departments.
Comfort working with operational reporting, performance metrics, and data to make informed decisions.
Proficiency in Microsoft Office, particularly Excel.
Bachelor's degree or equivalent professional experience.
Must be local to the Southern California office and able to work on-site.
Must be a U.S. citizen or Green Card Holder and legally authorized to work in the United States without current or future sponsorship.

Nice To Haves

Experience in group travel, tour operations, cruise lines, hospitality, or the broader travel industry.
Background in group reservations, travel inventory management, yield management, or accounts receivable.
Experience supporting a B2B field sales organization or geographically dispersed sales team.
Familiarity with travel industry software such as Softrip or TourTools, CRM platforms such as HubSpot, or similar systems.
Experience with commission processing and financial reconciliation.
Exposure to the Entrepreneurial Operating System (EOS) or other structured business management frameworks.

Responsibilities

Lead and develop two supervisors and their teams, setting expectations, priorities, performance standards, and service-level goals.
Oversee hiring, onboarding, training, coaching, performance management, employee development, one-on-ones, and performance reviews.
Manage staffing, scheduling, coverage, and workload distribution, and foster a collaborative, accountable, customer-focused team environment.
Oversee the group request process from sales request through flyer creation, proofing, distribution, printing, and shipping.
Ensure group requests, pricing, dates, and contractual details are documented and tracked accurately.
Serve as a resource and escalation point for the sales team, group leaders, and travelers; monitor response times and client-support quality.
Coordinate with internal departments to resolve booking issues, address client needs, and support special or urgent requests.
Oversee passenger and group reservations, invoicing, payment processing, cancellations, refunds, tour-file finalization, and related audits.
Oversee accounts receivable activities, payment tracking, balance reporting, incoming payments, deposits, reconciliations, and financial documentation.
Provide backup and operational support for commission processing, particularly during peak periods.
Handle escalated customer concerns and dissatisfied travelers, and oversee follow-up with guests reporting negative post-trip experiences.
Monitor customer satisfaction, complaints, and service trends; identify recurring issues and coordinate corrective actions.
Build working relationships with Sales, Marketing, Product, Inventory, Finance, and Technology teams.
Establish consistent processes, procedures, and quality standards across both departments.
Monitor performance indicators, including group request turnaround, accounts receivable activity, service levels, and workload capacity.
Identify inefficiencies and implement improvements to productivity, accuracy, and responsiveness.
Provide leadership with reporting and visibility into department performance, staffing, and capacity.
Support technology and systems improvements that enhance workflows and operational efficiency.