Customer Success Supervisor

RiseMe; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

TTC's Global Customer Success team seeks a Supervisor to lead frontline agents, manage escalations, and drive service excellence across phone, chat, email, and task-based interactions.

You will coach specialists, own complex escalations, guide policies and procedures, and analyze performance data to improve customer outcomes.

Qualifications

• Minimum 24 months' experience in a Contact Center, Customer Success, Customer Service, Reservations, or operational support environment with a strong track record of performance.
• Experience managing complex escalations and stakeholder enquiries.
• Proven ability to coach, mentor, and support the development of others.
• Experience working with CRM platforms, support and customer support technologies and customer experience metrics; Salesforce experience preferred.
• Strong knowledge of Tier 2 support operations, escalation workflows, and customer experience metrics, with a proven ability to diagnose root causes across the customer lifecycle.

Responsibilities

• Provide outstanding multi-channel support across phone, chat, email, and task-based interactions.
• Act as the senior escalation point for complex, high-risk, or high-impact customer, trade partner, and stakeholder concerns.
• Provide expert guidance on products, policies, systems, procedures, and customer recovery strategies.
• Support booking retention, customer loyalty, and future sales opportunities while balancing customer, commercial, and operational outcomes.
• Maintain operational accuracy, quality standards, brand integrity, and customer experience across all interactions.

Skills

Customer Success

Escalation management

Coaching & mentoring

CRM platforms

Stakeholder management

Analytical thinking

Communication skills

Autonomy

Tools

Salesforce

Job description

ABOUT US

At TTC, we are Enriching lives by connecting people and places.

For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

Everything we do is guided by our five shared commitments:

• Value Every Voice - We put people first.
• Act with Integrity - We do what’s right.
• Explore Beyond Boundaries - We’re driven by curiosity.
• Own the Outcome - We take responsibility for our decisions.
• Succeed Together - We’ve got each other’s backs.

THE ROLE

Our Global Customer Success team is dedicated to empowering frontline agents with real-time support, tools, expertise, and guidance to help them deliver exceptional service to our guests and trade partners.

Through collaboration, empathy, ownership of key support processes, and a continuous improvement sales mindset, the team works cross-functionally to create seamless, effective, and positive experiences for both our people and our customers.

The Customer Success Supervisor builds upon the foundations of the Customer Success Specialist role by providing leadership, coaching, operational oversight, and escalation support across the Customer Success function. Acting as a senior subject matter expert and trusted advisor, the Supervisor is responsible for developing team capability, driving service excellence, managing complex stakeholder situations, and supporting continuous improvement initiatives that strengthen customer, commercial, and operational outcomes

WHAT WILL YOU DO?

Provide Outstanding Support Across Channels

• Lead and support Customer Success Specialists and BPO partners in delivering exceptional multi-channel support across phone, chat, email, and task-based interactions.
• Act as the senior escalation point for complex, high-risk, or high-impact customer, trade partner, and stakeholder concerns.
• Provide expert guidance on TTC products, policies, systems, procedures, and customer recovery strategies.
• Support booking retention, customer loyalty, and future sales opportunities while balancing customer, commercial, and operational outcomes.
• Maintain operational accuracy, quality standards, brand integrity, and customer experience across all interactions.
• Effectively manage competing business priorities while supporting operational performance and service delivery.

Escalation Leadership & Stakeholder Management

• Take ownership of complex escalations and sensitive stakeholder matters, driving resolution through to completion.
• Exercise sound judgement when assessing customer, commercial, financial, operational, and reputational impacts.
• Build and maintain strong relationships with internal departments and external stakeholders to facilitate timely issue resolution.
• Support leadership in identifying root causes, emerging risks, and trends to improve processes and reduce repeat escalations.
• Demonstrate resilience, empathy, professionalism, and composure when managing challenging customer and stakeholder situations.
• Act as the primary escalation support resource during periods where leadership is unavailable.
• Ensure escalations are accurately documented, managed, and reported through appropriate systems and processes.

Operational Excellence, Data Review & Continuous Improvement

• Review and analyse performance metrics, service trends, escalation volumes, customer insights, and operational data to identify opportunities for improvement.
• Develop and maintain reporting that provides actionable insights into customer experience, operational effectiveness, service quality, and workload distribution.
• Monitor trends across escalations, customer feedback, and business performance to support informed decision-making.
• Lead continuous improvement initiatives focused on service excellence, process optimisation, knowledge management, and operational efficiency.
• Participate in calibration sessions, quality reviews, and feedback forums to ensure consistency, alignment, and best practice adoption.
• Support implementation of process, system, and workflow enhancements across the Customer Success function.

Team Leadership, Coaching & Capability Development

• Provide day-to-day guidance, support, coaching, and mentoring to Customer Success Specialists and BPO partners.
• Monitor workload allocation and support resource management to ensure service levels and business priorities are achieved.
• Develop team capability through structured coaching, performance feedback, training, and knowledge-sharing initiatives.
• Lead onboarding activities for new team members and support ongoing development plans for existing team members.
• Own and maintain Customer Success documentation, knowledge resources, standard operating procedures, and process guidelines.
• Represent the Customer Success function in cross-functional meetings, providing insights, recommendations, and operational updates.
• Foster a positive, collaborative, and customer-focused team culture.
• Remain flexible and responsive to changing business needs, undertaking additional responsibilities as required.

Requirements

ABOUT YOU

• Minimum 24 months' experience in a Contact Center, Customer Success, Customer Service, Reservations, or operational support environment with a strong track record of performance.
• Experience managing complex escalations and stakeholder enquiries.
• Proven ability to coach, mentor, and support the development of others.
• Experience working with customer relationship management (CRM) platforms, support and customer support technologies and customer experience metrics; Salesforce experience preferred
• Strong knowledge of Tier 2 support operations, escalation workflows, and customer experience metrics, with a proven ability to diagnose root causes across the customer lifecycle
• Strong analytical, problem-solving, and decision-making capability.
• Demonstrated ability to balance customer, commercial, and operational outcomes.
• Excellent written and verbal communication skills.
• Strong stakeholder management and relationship-building capability.
• Proven ability to work autonomously and confidently make decisions within delegated authority.
• Commitment to delivering exceptional customer experiences while supporting business objectives

Key Competencies

• Communication &Influence- Clearly communicates ideas, builds rapport, and influences others to achieve effective outcomes.
• Customer Focus - Understands customer needs and delivers solutions that create a high-quality, consistent experience.
• Adaptability- Responds effectively to change, adjusting priorities and approach to meet evolving needs.
• Quality & Attention to Detail - Ensures accuracy, consistency, and high standards in all work, minimizing risk and rework
• Developing Self & Others- Actively seeks growth and supports the development of others to build capability and performance.

TRAVEL & OTHER REQUIREMENTS

• Work Location: Open to remote candidates across Canada. Hybrid work is available for candidates located near our Toronto, Ontario office.
• As part of a global support team flexibility with shift work is required, including evenings, weekends, and public holidays
• Extended working hours possible based on business needs
• Other Duties as required