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Supervisor Customer Support Team (Remote)

Full time, United States, Canada

The Supervisor Customer Support Team is responsible for the day-to-day management of an operational customer support team. This includes developing team members, managing key performance indicators (KPIs) and workload, and ensuring customer expectations are met.

The Supervisor is the primary point of contact for team members and actively coaches and develops the team to meet and exceed all performance targets.

This position requires an extensive understanding of all areas of the business travel industry, preferably including the Energy, Resource and Marine (ERM) segment. The role works independently on assigned requests and takes the initiative to provide support where needed.

The customer support team is a global team operating in the Global Access Amadeus and Global ERM environment, focusing primarily on online navigational support, service issues, and general customer support queries.

As a Supervisor Customer Support Team, you will

• Have a strong understanding of customer deliverables and expectations
• Perform quality monitoring
• Appropriately respond to and resolve escalated customer inquiries
• Anticipate and provide support for potential challenges that may arise for the customer
• Respond to the customer in compliance with SLA
• Seek opportunities to improve operational processes and provide suggestions for improvement

About you

• Solid working knowledge of the travel industry, policies, procedures, and processes
• Proficiency with travel industry systems (GDS Amadeus)
• Proven ability to handle multiple priorities simultaneously
• Demonstrated excellent professional customer service and problem resolution skills
• Proficiency in Microsoft Office applications
• Strong verbal and written communication skills in English

What we offer you

At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

About us

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD's leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visitwww.bcdtravel.com.

Get to know us by reading our blog and checking out our social media:

• https://www.bcdtravel.com/blog/
• https://www.linkedin.com/company/bcd-travel/
• https://www.instagram.com/bcdtravel/
• https://www.facebook.com/bcdtravel/

You'll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

At BCD Travel we value you, our culture and success is defined by you. We carefully consider a wide range of compensation factors, including your professional background and experience. The salary range for candidates in applicable jurisdictions in the US for the position of Supervisor Customer Support Team is between $58,000 and $70,000. The actual pay depends on your skills, qualifications, experience and geographical location.

We reserve the right to change schedules to accommodate operational needs. Flexibility in scheduling is a core requirement of the role.

Ready to join the journey? Apply now!

We're dedicated to building a diverse, inclusive and authentic workplace. If you're excited about a role, but your experience doesn't align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com.

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