Online Booking Manager (Travel Arrangements/U.S. market)

Black Pen Recruitment; Cape Town; Remote; ZAR 847 000 - 1 186 000; Full time

Job summary

A recruitment agency is seeking a Booking Manager in South Africa to lead booking operations and manage a team of booking agents. The ideal candidate will have at least 2 years of relevant experience and skills in problem-solving, strong communication, and attention to detail. This full-time position is remote but follows US EST operating hours. Responsibilities include overseeing booking workflows, handling customer communications, and ensuring operational efficiency.

Qualifications

• 2+ years in Operations, Technical support, or similar roles.
• Ability to handle complex digital workflows accurately.
• Experience managing a small team is preferred.

Responsibilities

• Oversee daily booking workflows and manage Performance.
• Communicate with customers regarding booking issues.
• Maintain accurate booking records and payroll inputs.

Skills

Problem-solving

Strong communication

Organization

Attention to detail

Tools

Windows-based systems

Google Sheets

Job description

Role Overview

The Booking Manager leads this operational engine. This role oversees the daily booking workflow, manages a distributed team of Booking Agents, handles time-sensitive booking requests, ensures customer satisfaction, and partners closely with Operations and Engineering to maintain a reliable, high-quality user experience.

This is a technical-leaning operations role, ideal for someone who excels at problem-solving, thrives in fast-paced environments, communicates clearly, and can manage a team while also jumping in hands-on. You don’t need to be an engineer – but you must be curious, tech-comfortable, detail-oriented, and eager to learn. Success in this role means smooth booking operations, fast response times, accurate execution, strong customer communication, and a highly accountable booking team.

Job Type: Full-time

Work Type: Remote

Location: South Africa

Working Hours: United States EST

Requirements

Experience Requirements

• 2+ years of experience in any of the following roles: Operations, Technical support, Customer support / success, QA testing, Booking/reservations, Logistics, dispatch, or real-time operations or Administrative coordination
• Demonstrated ability to handle complex digital workflows accurately and efficiently.
• Strong communication, organization, and problem-solving skills.

Preferred

• Experience managing or coordinating a small team.
• Startup or high-growth environment experience.
• Exposure to scripting languages, browser automation, or QA tools (not required but a strong plus).

Technical Aptitude & Problem Solving

• Strong proficiency with Windows-based systems.
• Ability to troubleshoot multi-step workflows, automation failures, and login/payment issues.
• Fast learner with the ability to adopt new software and complex systems.
• Bonus: familiarity with JavaScript, browser automation tools (e.g., Puppeteer), or QA testing environments.

Operational Excellence

• Comfortable in fast-paced, real-time environments where accuracy and response times are critical.
• Strong attention to detail and ability to manage high-volume, time-sensitive tasks.
• Competent with Google Sheets or similar tools for tracking and reporting.
• Able to work independently while maintaining consistency under pressure.

Leadership & Team Management

• Experience overseeing or coordinating a small team, shift-based workflow, or high-volume operations function.
• Ability to coach, audit, and hold team members accountable.
• Strong organizational and time management skills.

Customer Communication

• Excellent written and verbal communication.
• Ability to calm frustrated customers and explain solutions clearly.
• Empathetic, patient, and solution-oriented.
• Comfortable communicating across email, SMS, and phone.

Adaptability & Learning

• Thrives in a startup environment where processes evolve quickly.
• Willingness to learn technical concepts and collaborate with Engineering.
• Comfortable adopting new workflows, tools, and booking logic quickly.

Responsibilities

Booking Operations

• Oversee and participate in daily booking workflows, ensuring timely handling of both instant-book and sold-out scan bookings.
• Review booking notifications, verify details, and complete bookings accurately using their internal systems and campground platforms.
• Troubleshoot automation issues (login failures, session errors, VPN or browser issues) and complete manual steps when needed.
• Maintain high accuracy and speed in time-sensitive booking environments.

Team Leadership

• Manage a team of Booking Agents across multiple shifts.
• Conduct daily audits on booking accuracy, process adherence, and response times.
• Track agent performance, hours worked, and bonus eligibility.
• Provide coaching, support, and accountability to ensure consistent high performance.
• Coordinate shift coverage and ensure seamless transitions between agents.

Customer Communication & Support

• Contact users when booking issues arise (e.g., expired credentials, payment failures, unavailable sites).
• Communicate professionally via email, SMS, and phone.
• Resolve customer questions related to bookings, profiles, account access, or platform usage.
• Collaborate with Customer Support and escalate complex issues when necessary.

Technical & Process Problem-Solving

• Identify and resolve issues involving login sessions, browser automation, VPN routing, or platform inconsistencies.
• Work closely with Engineering to report recurring bugs or process gaps.
• Learn and adapt to evolving booking logic, system updates, and new operational tools.

Reporting & Administration

• Maintain accurate internal notes and booking records.
• Prepare bi-weekly payroll inputs for Booking Agents (hours, bonuses, adjustments)
• Use spreadsheets or reporting tools to track trends, booking volume, and operational performance.
• Recommend workflow improvements to support scale and efficiency.