Remote Traveler Care Manager

Summary

The job description is for a Traveler Care Manager position in a luxury travel company, Zicasso. The role involves leading a remote team to deliver exceptional customer service and optimize sales performance. The position requires 3+ years of people management experience, 4+ years of travel industry experience, strong customer service skills, excellent interpersonal skills, passion for travel, ability to lead and motivate others, clear communication skills, self-discipline, detail-orientation, efficiency, technology proficiency, creative problem-solving skills, and flexibility with work hours. The company offers fully remote work, competitive compensation and benefits package, open Paid Time Off policy, stock options package, 401K retirement plan with employer matching, substantially discounted luxury travel during off-season, and an annual company retreat at one of the international destinations they serve.

Requirements

• 3+ years of people management experience
• 4+ years of travel industry experience in customer service and sales, particularly in luxury travel
• Strong customer service skills with a focus on delivering exceptional client experiences
• Excellent interpersonal skills with proven experience in initiating and building strong professional relationships
• Proven ability to lead and motivate others effectively, including promoting teamwork within your own team as well as across other teams
• Clear, concise communication skills in both verbal and written English
• Self-disciplined to independently meet and exceed set goals
• Detail-oriented and committed to deliver thorough, quality, and error-free work
• Highly efficient with excellent time management and organizational skills
• Comfortable with technology, readily able to learn and adapt to the use of new software to organize and track team objectives
• Thorough knowledge of Google Workspace (formerly G Suite) (e.g. Docs, Sheets, Slides)
• Creative problem-solving skills
• Willingness to work flexible hours

Responsibilities

• Lead a team of customer service professionals dedicated to enhancing customer experience, optimizing sales performance, processing incoming trip requests and travel consultations
• Help Zicasso build genuine, lasting relationships with our travelers
• Partner with the Director of Traveler Care to shape and implement new initiatives, projects, or business models aimed at driving company growth
• Cultivate a work atmosphere that promotes positivity, teamwork, and professional growth
• Focus on the individual growth of team members by leveraging their strengths and addressing areas for improvement
• Develop and oversee metrics to evaluate success within the Traveler Care Team, ensuring alignment with overall company objectives
• Work with cross-functional teams to integrate best practices and solutions for enhancing the traveler experience
• Address traveler-related issues in coordination with our partnerships team to ensure effective and timely solutions

Preferred Qualifications

Passionate about travel - highly desirable if you have traveled to several countries and have a strong curiosity about international destinations

Benefits

• Fully remote work arrangement
• Competitive compensation and benefits package (medical, dental, vision)
• Open Paid Time Off policy and 10 days of company-paid holidays
• Stock options package
• 401K retirement plan with employer matching
• Substantially discounted luxury travel during off-season
• An unforgettable annual company retreat at one of the international destinations we serve