Customer Support Lead - Travel

Placements24; Stellenbosch; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Fully remote

Health insurance

Leadership development

Job summary

Placements24 is seeking an experienced Customer Support Lead to manage a remote customer service team in the travel sector. You will lead a team of support agents, set performance standards, and develop strategies to enhance customer satisfaction and loyalty.

This fully remote role offers flexibility to mentor and lead from anywhere while driving exceptional guest experiences throughout travel planning and journeys.

Qualifications

• Proven experience in a customer support leadership role.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Experience managing remote teams and utilizing virtual support tools.
• Strong understanding of customer service principles and best practices.
• Ability to analyze data and use insights to improve team performance.

Responsibilities

• Lead, train, and mentor a remote team of customer support representatives, fostering a high-performance culture.
• Develop and implement customer service policies and procedures to ensure efficient and effective issue resolution.
• Monitor customer support metrics and agent performance, providing regular feedback and coaching.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
• Collaborate with product and operations teams to identify and address recurring customer pain points.
• Manage staffing schedules and ensure adequate coverage across all support channels.

Skills

Leadership

Remote leadership

Data analysis

Customer service

Communication

Virtual support tools

Tools

Virtual support tools

Job description

About the Role

Our client is seeking an experienced and empathetic Customer Support Lead to manage their remote customer service team in the travel sector. This role is critical in ensuring that guests receive outstanding support throughout their travel planning and journey. You will lead a team of support agents, set performance standards, and develop strategies to enhance customer satisfaction and loyalty. This position offers the flexibility of a fully remote setup, allowing you to lead and mentor your team from anywhere while making a significant impact on the customer experience.

Key Responsibilities

• Lead, train, and mentor a remote team of customer support representatives, fostering a high-performance culture.
• Develop and implement customer service policies and procedures to ensure efficient and effective issue resolution.
• Monitor customer support metrics and agent performance, providing regular feedback and coaching.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
• Collaborate with product and operations teams to identify and address recurring customer pain points.
• Manage staffing schedules and ensure adequate coverage across all support channels.

Requirements

• Proven experience in a customer support leadership role, preferably in the travel or hospitality industry.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Experience managing remote teams and utilizing virtual support tools .
• Strong understanding of customer service principles and best practices.
• Ability to analyze data and use insights to improve team performance.

Benefits

• Competitive salary with performance-based incentives.
• Fully remote position offering work-life balance and flexibility.
• Comprehensive health, dental, and vision insurance.
• Opportunitiess for professional growth and leadership development.
• A supportive and collaborative remote work environment.