Job Description

Customer Service Manager

Alternative titles: Client Relations Manager, Customer Experience Manager, Support Center Manager, Customer Operations Manager, Call Center Manager, Contact Center Supervisor

Job Location: Altamonte Springs, FL 32701 (On-site)

Salary: $60,000 per year + Performance Bonus

About the Opportunity:

Join an internationally successful Travel Agency with over 15 years in business and more than 250 global employees. We're expanding to North America, launching our new operation from our Altamonte Springs office. This is a rare and exciting opportunity to build and lead your team from the ground up, rather than inheriting an existing team.

As the Customer Service Manager, you'll directly shape your team's culture, processes, and standards. Your contributions will be pivotal in launching our operations successfully, backed by the security and stability of our longstanding UK-based global operation.

Why is this role unique?

• Directly recruit, train, and develop your team, setting your own high standards.
• Benefit from comprehensive training and onboarding in the UK (June 2025), preparing you fully for our US market launch in August 2025.
• Enjoy stability with a globally recognized travel business that’s making an impactful entry into the US market.

Key Responsibilities:

• Lead, mentor, and develop a customer-focused call center team.
• Serve as the escalation point for complex customer interactions.
• Implement effective customer service processes and policies.
• Analyze service metrics to continuously enhance the customer experience.
• Set clear KPIs, conduct regular performance reviews, and foster continuous improvement.
• Collaborate effectively with internal teams and external partners.

Essential Qualifications:

• Proven experience leading customer service or call center teams.
• Strong skills in customer escalation management and conflict resolution.
• Analytical abilities to interpret data and implement process improvements.
• Professional communication skills, both verbal and written.
• Flexibility in a dynamic, rapidly evolving environment.

Preferred Qualifications:

• Experience in the travel or hospitality industry.
• Background in complaint resolution and customer satisfaction strategies.

Interview & Hiring Process:

• 3-step interview process, including at least one in-person interview.
• Candidates must be available for mandatory training in the UK in June 2025.

Interested?

Submit your application today for immediate consideration. Shortlisted candidates will receive further confidential details on our client and the specific next steps.

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