Customer Support Team Lead – Guest Experience Champion

Tourism Holdings Limited; Auckland; Hybrid; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Career development

Employee travel

Company benefits

Job summary

Tourism Holdings Limited (thl) in Auckland is hiring a Customer Support Team Leader to join our On Road Care leadership team. This full-time role focuses on delivering exceptional guest experiences across our 7-day operation.

You will coach and develop Customer Support Specialists, manage escalations, monitor KPIs, and collaborate with branches and service providers to ensure fast, accurate and safe guest outcomes.

Qualifications

• Proven leadership experience in a customer support or service delivery team.
• Experience in a contact centre or 7-day support environment.
• Strong coaching and performance management capability.
• Excellent communication and relationship-building skills.
• Ability to manage multiple priorities and make decisions under pressure.
• Experience with travel or tourism industry is desirable.
• Second language is advantageous.

Responsibilities

• Provide day-to-day operational leadership across the Customer Support team.
• Act as first escalation point for complex guest issues and complaints.
• Coach and develop team members to meet targets.
• Support recruitment, onboarding and training of new staff.
• Monitor KPIs like service level, abandonment, turnaround time and quality.
• Conduct coaching sessions and performance reviews.
• Collaborate with branches and service providers to ensure guest outcomes.
• Identify trends and drive continuous improvement.
• Promote health and safety compliance.

Skills

Leadership

Customer service

Coaching

Performance management

Communication

Operations management

Tools

CRM systems

WFM tools

Job description

Tourism Holdings Limited (thl) in Auckland is hiring a Customer Support Team Leader to join our On Road Care leadership team. This full-time role focuses on delivering exceptional guest experiences across our 7-day operation.

You will coach and develop Customer Support Specialists, manage escalations, monitor KPIs, and collaborate with branches and service providers to ensure fast, accurate and safe guest outcomes.