Customer Experience Manager (Travel Agency, Remote, Startup)

Trust Recruit; Anson (TX); Remote; USD 70,000 - 90,000; Full time

Job summary

A prominent recruiting firm is seeking a Customer Service Team Leader to lead and mentor their diverse team. You will be responsible for optimizing workflows, managing escalations, and fostering a customer-centric culture. Applicants should have over 5 years of leadership experience in customer management, especially within the travel sector. Strong knowledge of GDS systems is essential for this remote role.

Qualifications

• Minimum 5+ years of leadership experience in customer management within the travel industry.
• Proven hands-on experience with OTAs and TMCs.
• Strong knowledge of GDS systems and fare structures.

Responsibilities

• Lead and mentor the customer service team across channels.
• Develop and optimize support workflows, tools, and KPIs.
• Handle escalations with professionalism and empathy.

Skills

Leadership in customer management

GDS systems knowledge

Experience with OTAs and TMCs

Job description

Highlights:
Start-up/ Setup experiences
Travel experiences
GDS systems (Amadeus, Sabre, or Travelport)
Remote and needs of travel

Responsibilities

Lead and mentor the customer service team across channels (email, chat, phone, social)
Develop and optimize support workflows, tools, and KPIs
Handle escalations with professionalism and empathy
Collaborate with product and operations teams to resolve issues and improve user experience
Analyze customer feedback to identify trends and drive improvements
Recruit, onboard, and train new team members
Champion a customer-first culture across the company

Requirements

Minimum 5+ years of leadership experience in customer management within the travel industry.
Proven hands-on experience with both OTAs (Expedia, Booking.com, etc.) and TMCs (American Express GBT, BCD Travel, CWT, etc.).
Strong knowledge of GDS systems (Amadeus, Sabre, or Travelport), fare structures, and hotel distribution channels.
Demonstrated success in managing end-to-end customer service operations.
Experience in training, coaching, and developing teams.

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