Customer Support Supervisor

DATAMARK, Inc.; Chennai District; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

PF

Gratuity

Retention Bonus

Job summary

DATAMARK, Inc. is seeking a Customer Support Supervisor to lead a nearshore or offshore team delivering 24/7 assistance to travelers and loyalty-program members through a blended support model.

The role focuses on service delivery, agent performance, escalations, quality, and operational reporting in a high-volume environment. The candidate will manage urgent booking issues, travel disruptions and ensure a white-label customer experience across programs, requiring strong leadership and

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3+ years in travel, hospitality, loyalty-program or contact-center operations.
• Strong leadership and coaching skills.
• Excellent spoken and written English.
• Experience managing blended inbound voice and chat support.

Responsibilities

• Lead a nearshore or offshore team delivering 24/7 assistance.
• Oversee day-to-day service delivery, agent performance and escalations.
• Monitor queues, volumes, staffing and schedule adherence.
• Allocate resources between voice and chat based on demand.
• Ensure after-hours coverage and uninterrupted shift coverage.
• Maintain empathetic, professional customer experience across programs.

Skills

English proficiency

Team leadership

KPI monitoring

Education

Bachelor's degree or equivalent

Job description

Job Summary

The Customer Support Supervisor will lead a nearshore or offshore team delivering 24/7 assistance to DATAMARK travelers and loyalty-program members through a blended support model consisting of approximately 60% inbound voice and 40% chat. The supervisor will oversee day-to-day service delivery, agent performance, customer escalations, quality, workforce adherence and operational reporting. The role requires strong customer-service leadership, travel-industry knowledge and the ability to manage urgent booking and travel-disruption situations while maintaining a high-quality, white-label customer experience.

Job Summary

The Customer Support Supervisor will lead a nearshore or offshore team delivering 24/7 assistance to DATAMARK travelers and loyalty-program members through a blended support model consisting of approximately 60% inbound voice and 40% chat. The supervisor will oversee day-to-day service delivery, agent performance, customer escalations, quality, workforce adherence and operational reporting. The role requires strong customer-service leadership, travel-industry knowledge and the ability to manage urgent booking and travel-disruption situations while maintaining a high-quality, white-label customer experience.

Requirements

Key Roles and Responsibilities

• Team Leadership and Daily Operations

• Supervise, coach and develop a team of voice and chat support representatives


• Conduct shift briefings, daily performance reviews and regular one-on-one coaching sessions


• Monitor real-time voice queues, chat volumes, staffing levels and schedule adherence


• Allocate resources between voice and chat based on demand, service levels and traveler urgency


• Ensure uninterrupted shift coverage, including weekends, holidays and after-hours support


• Serve as the primary operational contact during the assigned shift

• Traveler and Member Support

• Ensure agents provide accurate assistance with flight, hotel, car-rental and transfer bookings


• Oversee booking changes, cancellations, refund requests and urgent itinerary issues


• Support inquiries involving travel profiles, policies, approval processes and platform navigation


• Guide the team on loyalty accounts, login issues, cashback eligibility, tracking and redemption


• Ensure consistent service delivery across DATAMARK's white-label client programs


• Maintain an empathetic, professional and solutions-oriented customer experience

• Escalation and Service Recovery

• Take ownership of complex, sensitive or time-critical customer escalations


• Coordinate with airlines, hotels, car-rental companies and other travel suppliers when required


• Prioritize same-day travel cases, cancellations, schedule changes and stranded-traveler situations


• Investigate complaints and determine appropriate service-recovery actions


• Escalate platform defects, payment problems and recurring booking issues to the appropriate product, engineering, finance or customer-success teams


• Maintain complete case documentation and follow through until resolution

• Quality and Performance Management

• Review calls, chats and case records to ensure quality, accuracy and policy compliance


• Conduct quality calibrations and provide targeted coaching based on performance gaps


• Track service level, response time, abandonment rate, average handle time, first-contact resolution, customer satisfaction, quality scores, schedule adherence and escalation rates


• Develop corrective-action plans for agents who fall below expectations


• Recognize strong performance and promote continuous improvement

• Reporting and Client Coordination

• Prepare daily, weekly and monthly performance reports


• Provide insights on contact drivers, customer complaints, supplier issues and emerging travel trends


• Participate in operational reviews with DATAMARK and strategic-partner leadership


• Maintain transparent communication regarding service risks, staffing challenges and critical incidents


• Support business reviews by presenting performance trends and improvement initiatives

• Process and Knowledge Management

• Maintain current standard operating procedures, escalation matrices and knowledge-base content


• Ensure agents receive timely updates on travel policies, cashback rules, promotions and platform changes


• Identify opportunities to reduce repeat contacts and improve self-service content


• Partner with training and quality teams to improve onboarding and refresher training


• Support new client launches, white-label program implementations and volume ramp-ups


• Share customer feedback and recurring issues with DATAMARK's product and customer-success teams

• Required Qualifications

• Bachelor's degree or equivalent professional experience


• Three or more years of experience in travel, hospitality, loyalty-program or contact-center operations


• At least one to two years of experience as a Team Leader, Supervisor or Acting Supervisor


• Experience managing blended inbound voice and chat support


• Understanding of flight, hotel and car-rental booking processes, including changes, cancellations and refunds


• Experience managing customer escalations and urgent service-recovery situations


• Strong knowledge of contact-center KPIs, workforce adherence, quality monitoring and coaching


• Excellent spoken and written English


• Willingness to work rotational shifts, weekends and holidays in a 24/7 operation

Preferred Qualifications

• Experience supporting a corporate travel platform, online travel agency or travel-management company


• Familiarity with GDS or online travel-booking systems


• Experience with CRM, ticketing, chat and workforce-management platforms


• Experience supporting white-label or multiple-client customer-service programs


• Knowledge of loyalty, cashback or rewards-program operations


• Experience working with geographically distributed client, technology and operations teams

Benefits

PF, Gratuity, Retention Bonus