Remote Traveler Care Manager

Summary

The job is for a Traveler Care Manager in Zicasso, a luxury travel company. 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 in English, self-discipline, detail-orientation, efficiency, good time management skills, knowledge of Google Workspace, creative problem-solving skills, and flexibility with work hours. The company offers remote work, flexible hours, an innovative culture, learning and development opportunities, and an annual company retreat.

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

Benefits

• Remote work and flexible hours that allow you to enjoy a great work-life balance
• Innovative, fast-paced and collaborative culture that values diverse voices and opinions
• Learning and development annual stipend
• An unforgettable annual company retreat at one of the many international destinations we serve