Travel Team Manager - Customer Service Supervisor

Ten Group•New York, NY

About The Position

As a Team Manager, you will be responsible for leading a team of 5–17 Lifestyle Managers/Travel experts, ensuring they deliver personalized, luxury-level support to our members. You will balance day-to-day operational leadership with coaching, performance management, and strategic improvements, fostering a positive and motivated team environment.

Requirements

Demonstrated ability to manage teams with a strong focus on performance, accountability, and engagement.
Strong commercial awareness with the ability to coach teams toward revenue and value-driven outcomes.
Excellent verbal and written communication skills.
Calm, confident decision-making in fast-paced, high-pressure environments.
Proven experience supporting high-net-worth or VIP clients.
Highly organized, detail-oriented, and comfortable managing multiple priorities and systems.
Mandatory experience using a travel booking GDS system (Amadeus required).
Demonstrated ability to effectively lead and manage teams across multiple locations and diverse cultural environments.
Solid medium-to-high level expertise as a travel and flight specialist, including airlines, fare classes, ticketing rules, changes, cancellations, refunds, and reissues.

Responsibilities

Lead daily service operations, ensuring full coverage across all shifts, including weekends, evenings, and holidays.
Monitor and manage performance KPIs to ensure service level agreements are consistently met.
Partner with IT, Finance, HR, Training, and internal stakeholders to resolve operational and support issues efficiently.
Identify and implement process improvements that enhance profitability, client satisfaction, and operational excellence.
Act as an escalation point for member complaints, exercising sound judgment and managerial authority to make timely decisions and resolve issues effectively.
Serve as operational backup when required, directly supporting members to ensure continuity of service and avoid disruption to the member experience.
Participate in meetings with corporate or key clients as required, presenting service performance, addressing evolving needs, and aligning on results, expectations, and continuous improvement opportunities.
Conduct regular one-on-one coaching sessions and lead monthly and quarterly performance reviews.
Monitor service quality through request reviews, written communication, and call evaluations.
Use quality assurance data to provide real-time feedback and drive continuous improvement.
Recognize individual and team achievements to strengthen engagement and morale.
Set clear expectations and SMART goals aligned with business objectives.
Act as a role model for Ten’s values, demonstrating professionalism, empathy, adaptability, and excellence.
Communicate key business updates and foster a strong sense of collaboration and community within the team.
Support succession planning and career development for high-performing team members.

Benefits

Aside from regular Extended Health, Dental, Vision and Telehealth we have other benefits listed below:
Employee Assistance and mental wellness resources
Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars. These vary by location.
22 days of Paid Time Off your first year and maxing out at 32 days per year in your 4th year (based on a 40hr work week).
3 extra float days after 3 years of work.
One month off, fully paid sabbatical every 5 years of work, in addition to your Paid Time Off days.
Full catalogue of learning modules that cover a wide range of categories for personal and professional development
Discount on Pet Insurance and a variety of other non-travel perks and discounts
IATA card after 90 days which gives access to travel discounts
Monetary loyalty rewards at 3yrs, 5yrs, and 10 years of service
Working Holidays: Ability to work from any of our 23 global offices for a short period of time