Travel Operations Manager

August 31

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Duffel

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The complete toolkit for selling travel online.

API • Developer tools • Airlines • NDC • Travel Techology

51 - 200

💰 $30M Series B on 2019-10

Description

• Serve as the primary point of escalations for our customers, handling incoming emails, calls, and live chat messages to assist with their queries. • Supervise and guide a team of internal and external support agents, ensuring that customer inquiries are addressed promptly and efficiently. • Lead the hiring and onboarding of new team members in the US. • Manage the Travel Operations team ROTA, time & attendance, etc. • Conduct regular quality audits of customer interactions, providing feedback and coaching to support agents as needed. • Bring back client feedback and insights to help our team build better products and improve our customer journey. • Build and maintain strong relationships with travellers and travel sellers using the Duffel platform. • Help to build and maintain our training materials to support both onboarding and agent day-to-day including change management. • Participate and occasionally lead operational meetings with clients. • Collaborate with other teams within the organisation to identify opportunities for process improvement and enhance the overall customer experience.

Requirements

• Previous experience within the Travel Industry with at least 5 years of managerial experience. • Previous team management experience, including coaching and mentoring a team, is required. • Proficiency in using a GDS (Travelport/Galileo preferred) is required. • Experience using Zendesk for customer support queries across voice, chat, and email channels is highly desirable. • Ability to think outside-the-box and willingness to go the extra mile to resolve customer issues. • Customer obsessed, with a passion for delivering exceptional customer service. • Strong attention to detail and a commitment to maintaining high-quality standards. • Experience in quality assurance processes and methodologies is preferred. • Ability to document training materials and deliver training to agents is an asset. • Flexibility to work weekends and out-of-business hours as needed. • Based in the US, preferably NY area. • Strong network to help recruit for and grow our team quickly.