Travel Leaders Network (www.TravelLeaders.com), as one of the largest sellers of luxury travel, cruises and tours in the industry, is a passionate community of travel professionals focused on mutual success. Representing approximately 5,700 travel agency locations across the United States and Canada, this Network uses the power of its parent company, Internova Travel Group, to assist millions of leisure and business travelers annually.
Travel agent members who belong to Travel Leaders Network have access to meaningful supplier partnerships, innovative technology that integrates with industry-leading marketing, exclusive value-added programs and member support and training that only a company with their size and strength can offer. Travel Leaders Network gives their members everything they need to grow as a Leader and inspire more people to travel better.
Responsibilities
The Support Services Team Lead role is responsible for overseeing complex customer escalations, supporting supervisory leadership, and ensuring consistent delivery of high-quality service. This role serves as a subject-matter expert and escalation point, managing difficult or non-routine consumer issues across multiple communication channels while ensuring service level commitments are met. The Lead maintains strong knowledge of interdepartmental processes and escalation protocols, proactively identifies opportunities to enhance procedures, and provides feedback to leadership to improve performance and service outcomes. Additionally, this role supports succession planning by identifying and developing high-performing team members for future leadership or advanced support roles, while maintaining professionalism and accuracy in all internal and external communications and performing additional duties as assigned.
The standard schedule for this position is 11:00 a.m.–8:00 p.m. EST
- Perform the Support Services Speciailst role responding to Email cases and answering phones
- Serve as the primary escalation point for Serivces Specialist’s.
- Manage difficult and/or unusual consumer escalations through outbound calls, callbacks, email, and chat to ensure timely and effective resolution.
- Ensure all service level agreements (SLAs), performance metrics, and customer experience expectations are consistently met.
- Demonstrate thorough knowledge of interdepartmental communication channels and formal escalation processes.
- Support the Manager with succession planning by identifying high‑potential team members and recommending development opportunities for future Team Leader or support roles.
- Oversee the daily email queue by removing and assigning cases as necessary.
- Provide regular agent feedback and performance insights to the Senior Lead and Manager of Support Services.
- Review existing protocols and procedures, recommending enhancements to improve efficiency, consistency, and service quality to the Senior Lead.
- Compose clear, professional, and grammatically correct correspondence, including claim notes, emails, chat communications, and other internal or external documentation.
- Perform other job‑related duties and responsibilities as assigned by management.
Qualifications
- Up to 5+ years experience in the travel industry, preferably with travel advisor or worked with travel advisors background.
- 2 years (minimum) of recent call center experience.
- Willing to go the extra mile
- Detail oriented
- Uses sound judgment
- Tech Savvy and learns new computer systems with ease.
- Has leadership experience and values a mentorship culture
PAY AND BENEFITS
Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
