Travel Experience Manager
1 semana atrás
Zicasso is a pioneering luxury travel company that crafts bespoke, life-enriching experiences for discerning travelers. Founded in Silicon Valley, our innovative approach to travel combines cutting-edge technology with the unparalleled destination expertise of our top travel specialists worldwide.
As a member of our team, you'll contribute to creating experiences that consistently earn us thousands of 5-star reviews. You'll be part of a company recognized as "Best in Travel" by TRAVEL+LEISURE magazine and regularly featured in notable publications such as The New York Times, The Wall Street Journal, BBC, and CNN. By joining Zicasso, you'll play a key role in bringing travel dreams to life – pushing the boundaries of what's possible in luxury travel experiences.
The RoleWe're seeking a highly-motivated Traveler Care Manager who embodies an entrepreneurial spirit and has a passion for international travel. As a hands-on leader, you'll guide a remote team of customer service professionals to deliver exceptional luxury travel experiences. Your role involves actively enhancing customer satisfaction by building deep, lasting relationships with travelers, optimizing sales performance to drive revenue growth, and supporting growth initiatives that expand the business.
You will foster a positive, collaborative team environment, develop key performance metrics, coach your team, and work cross-functionally to resolve traveler issues in a timely and empathetic manner. This role reports directly to the Director of Traveler Care.
Key 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, while demonstrating increasing leadership responsibilities.
- 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.
- 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
- 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.
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