Supervisor Product Support

Sabre; Kraków; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Car parking

Wellness programs

Career development

Job summary

Sabre Kraków is seeking an experienced People Leader to manage a multidisciplinary team delivering 24/7 Level 1 support for Sabre Agency Workspace and related applications. You will coach, mentor, and drive service quality across global offices while aligning with strategic KPIs.

You will lead staffing planning, handle escalations, and communicate effectively with customers and senior leaders in a high-availability environment.

Qualifications

• Prior people management experience in a support or operations role.
• Excellent English communication skills.
• Experience with travel industry or Sabre GDS helpful but not required.
• Ability to manage multiple projects and priorities under pressure.

Responsibilities

• Manage a multidisciplinary team providing 24/7 Level 1 support for Sabre Agency Workspace and related apps.
• Coach and develop teams to ensure stability of operations.
• Monitor performance metrics and KPIs; drive trends analysis and issue resolution.
• Plan strategic plans to meet objectives; optimize procedures for efficiency.
• Interface with customers and partners across global offices; handle escalations.
• Lead staffing planning and backfill; participate in hiring.
• Present updates in various settings to peers and leaders.

Skills

People management

Leadership

Customer service

English communication

Analytical thinking

Time management

Tools

Sabre GDS

Job description

Location: Kraków (hybrid work - 3 days per week in the office)

Job Description

Manage a team of multidisciplinary analyst and specialists across one or multiple locations that provides 24/7 support to Travel Agency customers using Sabre solutions in a high-availability environment. Ensure seamless and consistent level of service through the different reporting channels.

Responsibilities

• Responsible for a team who provides Level 1 holistic support for Sabre Agency Workspace and related applications to Travel Agents (B2B)
• Responsible for the coaching, development and mentoring of teams in the effective execution of their roles and the on-going stability of the operation.
• Responsible for solution performance metrics against pre-defined KPIs.
• Ensures the identification of operational trends and behaviors that can lead to appropriate resolution of current issues and mitigation or prevention of future occurrences.
• Responsible for achieving departmental goals, objectives and KPIs.
• Develops and executes strategic plans for meeting organizational and team objectives.
• Plans and implements procedures and systems to maximize operational effectiveness and efficiency.
• Responsible for analyzing operational demands and determining staff requirements.
• Applies advanced skills and concepts to oversee large, complex projects. Provides effective direction and communication of goals, initiatives, and performance.
• Ability to work in a matrixed environment, supporting other organizations as well as multiple global offices.
• Ability to interface with customers in a variety of settings and situations, ensuring a continued healthy operational and commercial relationship.
• Supervise high impact incident, handle customer escalations and backlog management.
• Fosters the continued enhancement of team skills to promote career growth and personal development.
• Establishes and fosters a culture of teamwork and cooperation based on Sabre’s Values.
• Seeks out areas of operational and service improvement, determining right resource engagement model and applicable.
• Works with Human Resources to ensure adherence to and formulation of local Sabre policies.
• Works with Recruitment Team on backfilling and hiring new team members.
• Performs effective in a variety of formal presentation settings: one-on-one, medium, or large-size groups, with peers, direct reports, direct managers, and senior leaders.

Job Requirements

• Prior people management/supervisory experience required. Leadership experience in customer support field preferred.
• Knowledge of Travel Industry, Global Distribution System, Sabre GDS preferred but not required
• Ability to foster and motivate a positive, engaged team environment. Ability to evaluate and coach performance.
• Ability to lead and direct multiple projects simultaneously.
• Effective time-management skills and ability to prioritize.
• Analytical mindset and open to work under pressure with demanding deadlines.
• Proactive attitude and creative thinking.
• Advance computer software skills.
• Excellent verbal and written communication skills in English,
• Excellent customer service skills.

Benefits

Paid time off

• Year-End-Break: enjoy additional fully paid days off during the last week of the year
• Paid parental leave: Take up to 12 weeks off with pay after birth or adoption of a child. Sabre Global Paid Parental Leave runs concurrently with local leave policies.
• Paid volunteer time: take up to 4 days annually to give your time to a charitable organization of your choice

Your money

• My Benefit platform/Multisport card: enjoy the benefit cafeteria system and use popular sport card
• Tax deduction: take the opportunity to claim deductible costs, reducing your income tax
• Employee Capital Plans: profit from long-term saving scheme co-financed by Sabre and the State Treasury
• Baby Bonus: benefit from one-time allowance on childbirth or adoption
• Say Thanks program: collect points on recognition program and transfer them to wide variety of gifts and services

Health and wellness

• Luxmed medical coverage: take care of yourself and your family with the extensive medical package with a broad range of additional services
• Foreign travel insurance: feel safe going abroad with free Allianz insurance offered as part of our Lux Med package
• Employee Assistance Program: find help in free, confidential program with a certified counselor
• Life insurance: sign up for free, high coverage life insurance program

Career development

• Professional development: enjoy access to Udemy learning platform as well as join Sabre live learning sessions
• Certification and tuition reimbursement
• Our Communities: join one of our team member groups focused on sharing knowledge and best practices (Google Developers Group, Innovation Lab Community, Women in Technology, SOLVE!T and many more)

And more

• Car and bike parking
• Fun & Relax zone in modern office: enjoy electronic tables to work, foosball, ping pong, pool table, swings, massage chairs and terraces to admire a panoramic view of Kraków. We have parents’ rooms as well
• No dress code
• Innovation Lab: access Augmented Reality & Virtual Reality equipment, Robot construction kit, 3D printers and many more
• Attractive Referral Bonus: earn $2500 USD for every hired referral