Shift Lead (Land) (Fully Remote)

Range Group; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Range Group is a travel company focused on delivering consistent customer experiences through land operations. The organization emphasizes collaboration, with leadership supporting frontline teams and a strong emphasis on process adherence.

We are seeking a Travel Support Consultant (TSC) supervisor who will mentor the team, review case handoffs, monitor queues and service levels, and drive process improvements through SOP and training updates.

Responsibilities

• Support Travel Support Consultants with clear, actionable guidance on complex cases and escalations.
• Monitor queues and service levels, coordinating with leadership to address coverage gaps.
• Review handovers and ServiceNow tickets for accuracy, completeness, and follow-up actions.
• Identify recurring issues and recommend updates to SOPs, job aids, or training materials.
• Provide ongoing feedback and coaching to new and existing TSCs.
• Lead huddles and reinforce process updates to ensure consistent application.
• Assist with projects, reporting, and administrative tasks.
• Coordinate departmental updates and maintain supporting resources.

Job description

• Support Travel Support Consultants with clear, actionable guidance on complex cases and escalations.
• Monitor queues and service levels, coordinating with leadership to address coverage gaps.

Operational Oversight:

• Review handovers and ServiceNow tickets for accuracy, completeness, and follow-up actions.
• Identify recurring issues and recommend updates to SOPs, job aids, or training materials.

Team Development:

• Provide ongoing feedback and coaching to new and existing TSCs.
• Lead huddles and reinforce process updates to ensure consistent application.

Additional Duties:

• Assist with projects, reporting, and administrative tasks.
• Coordinate departmental updates and maintain supporting resources.

Range Group

Range Group is a travel company focused on delivering consistent customer experiences through land operations. The company fosters a collaborative environment where leadership supports frontline teams and emphasizes process adherence.