Travel Customer Support Manager - (Hybrid)

Cruise Planners HQ•Coral Springs, FL

3d•Hybrid

About The Position

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 Sr. Director of Operations.

Requirements

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

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 Sr. 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.
Assist the Care Team Training & Development Specialist with onboarding and training of new Care Team members.
Perform other related duties as assigned.