Customer Support Operations Manager

Role Overview

This position is for an experienced operations leader who can bring structure, discipline, and scalability to a fast-moving client services environment. The role centers on building repeatable systems, establishing SOPs, and creating a reliable escalation framework that supports a small team serving ultra-high-net-worth travelers with highly complex trip arrangements.

You will act as the operational hub for the team: maintaining quality, tightening processes, and preventing non-essential issues from reaching senior leadership. Success in this role means spotting weak points early, solving them at the source, and consistently upholding an exceptionally high service standard.

Team Leadership and Accountability

• Lead a group of 6 to 8 travel agents and oversee their day-to-day work, scheduling, and performance against service level expectations.
• Handle a high volume of premium requests, with more than 100 cases per week spread across multiple trips, events, and client needs.
• Review team compliance with standard operating procedures and coach agents so service delivery stays fully aligned with brand expectations.
• Hire, onboard, and train new team members using a process that can be repeated consistently.
• Anticipate staffing requirements based on trip volume and complexity so the team stays covered without overload or burnout.
• Prepare monthly updates covering SOP compliance, quality assurance findings, workload distribution, and capacity planning.

Process Design and Escalation Management

• Develop, refine, and maintain the company’s internal playbook for trip planning, vendor coordination, client communication, and escalation handling.
• Create and manage a tiered escalation structure that routes only the right issues to senior leadership while resolving routine matters at the team level.
• Investigate service breakdowns and escalation patterns, identify root causes, and update workflows to keep issues from repeating.
• Continuously evaluate feedback from the team and from clients to find operational gaps and implement improvements quickly.

Quality Control and Compliance

• Review all client-facing materials, including itineraries, proposals, and emails, to ensure they are accurate, polished, and consistent with the brand.
• Maintain the accuracy of client records, vendor information, and trip details at all times.
• Track SLA performance across the full agent team and reinforce compliance standards.

Trip Oversight and Logistics

• Keep visibility over all active trips at all times and monitor the board for issues that require attention.
• Manage complex itineraries that involve multiple layers, international partners, and different time zones.
• Act as the senior point of contact for urgent in-trip problems, responding in a calm, organized, and solution-focused way.

Technology and Automation

• Administer Monday.com, Kustomer, and Google Workspace.
• Create automations that reduce manual entry, including booking confirmation handling, follow-up sequences, and task assignment routing.
• Make sure systems are integrated well enough to minimize duplicate work and human error.
• The company is planning a proprietary app later in the year, so experience with product development, beta testing, or tech build-outs is especially relevant.

Customer Success and Retention

• Track membership timelines and launch renewal workflows 60 days before expiration.
• Watch for signs of client churn and flag at-risk behavior early so retention actions can be taken in time.

Experience and Working Style

The ideal candidate brings at least 5 years of experience in corporate or luxury travel, including a minimum of 2 years in a team lead, operations manager, or senior agent role. A Level 3 travel agent background with a corporate or high-volume environment is expected, along with a strong execution mindset.

This person should have already managed teams of 3 or more and built operational structures from the ground up. Strong familiarity with complex touring programs, layered international logistics, SOP creation, automation, QA, CRM tools, and customer success work will be important. Comfort working across time zones and with international vendors is also required.

Applicants should be highly analytical, confident in spotting patterns in data, and able to act quickly on what they find. Experience with onboarding and training new hires is important as well.

Compensation

The expected annual salary range for this position is $70,000 to $90,000, depending on experience.

Traits That Fit the Role

• Extremely detail-oriented, with the ability to catch formatting, spelling, and logic issues and then prevent them from recurring.
• Steady under pressure, especially when handling urgent travel escalations.
• Comfortable building systems instead of simply maintaining existing ones.
• Strongly committed to process-driven service and repeatable excellence.