Remote Shift Lead – Travel Support & Ops

Range Group - Job Postings; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Range Group is seeking a Shift Lead to support Travel Support Consultants and daily Land operations in a remote setting. This off-phone leadership role focuses on providing timely guidance, monitoring queues, reviewing handovers, and ensuring consistent application of SOPs.

The Shift Lead will be a first point of contact for frontline staff, helping agents navigate complex situations and deliver a consistent customer experience. Experience: 2+ years in travel; leadership 1+ years is an asset.

Qualifications

• 2+ years in the travel industry.
• 1+ year leadership experience is a plus.
• Remote work requires self-discipline and proactive communication.

Responsibilities

• Provide timely, clear guidance to Travel Support Consultants on customer issues, escalations, and questions.
• Review relevant SOPs before providing process guidance and link resources so agents find answers.
• Support agents in identifying the appropriate next steps, ownership, and escalation path for complex cases.
• Identify recurring questions and process gaps, and recommend updates to SOPs, job aids, or training materials.
• Document and elevate system issues, including their impact on agents and service delivery.
• Monitor queue activity, service levels, and staffing coverage, and coordinate with leadership when adjustments are needed.
• Review handovers for accuracy, completeness, appropriate follow-up timing, and clear ownership.
• Support handover allocation and cross-shift communication to maintain continuity.
• Review ServiceNow tickets and provide feedback on documentation, follow-up actions, and process adherence.
• Keep leadership informed of operational concerns, recurring errors, and escalation trends.

Skills

Communication

Customer service

Organization

Problem solving

Technical skills

Adaptability

Team guidance

Tools

Twilio

Excel

SharePoint

ServiceNow

Job description

Range Group is seeking a Shift Lead to support Travel Support Consultants and daily Land operations in a remote setting. This off-phone leadership role focuses on providing timely guidance, monitoring queues, reviewing handovers, and ensuring consistent application of SOPs.

The Shift Lead will be a first point of contact for frontline staff, helping agents navigate complex situations and deliver a consistent customer experience. Experience: 2+ years in travel; leadership 1+ years is an asset.