Travel Customer Support Manager

Cruise Planners Travel Agency

Customer Support Manager leading the Care Team operations for Cruise Planners. Overseeing customer service, coaching agents, and ensuring timely resolutions for franchise-related concerns.

Posted 6/6/2026full-timeCoral Springs • Florida • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Oversee daily operations of the Customer Service department, also known as the Care Team.
Provide ongoing coaching and support to Care Team members through regular monitoring and bi-weekly one-on one sessions.
Ensure team members take full responsibility of customer issues and collaborate with other departments to drive timely resolutions.
Conduct regular team meetings to share best practices, call-handling techniques, vendor promotions, project updates, and tool rollouts.
Monitor chat volume, response times, and Freshdesk metrics (calls, tickets) to ensure service level agreements (SLAs) are consistently met.
Collaborate with Care Team Leaders to manage timesheets, shift coverage, and attendance.
Assist the Care Team Training & Development Specialist with onboarding and training of new Care Team members.

Requirements

What you’ll need

Bachelor's degree preferred
3+ years of relevant work experience
Knowledge of the travel industry including travel suppliers and travel agency operations
Proficient in social media and email communication tools, including Facebook, Instagram, and Outlook
Comfortable learning and using new customer service technology and platforms

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicecoachingmonitoringcall-handling techniquesFreshdeskservice level agreementsonboardingtraining

Soft Skills

collaborationcommunicationleadershipproblem-solvingorganizational skills