Ten Lifestyle Group ยท 3 weeks ago
Travel Team Manager - Customer Service Supervisor
New York, NY
Full-time
Onsite
Mid, Senior LevelTen Lifestyle Group elevates the lives of high-net-worth individuals through world-class lifestyle management. As a Team Manager, you will lead a group of Lifestyle Managers to deliver seamless, high-touch service while ensuring performance, quality, and satisfaction targets are achieved.
Leisure Travel & Tourism
Responsibilities
Lead daily service operations, ensuring full coverage across all shifts, including weekends, evenings, and holidays
Monitor and manage performance KPIs to ensure service level agreements are consistently met
Partner with IT, Finance, HR, Training, and internal stakeholders to resolve operational and support issues efficiently
Identify and implement process improvements that enhance profitability, client satisfaction, and operational excellence
Act as an escalation point for member complaints, exercising sound judgment and managerial authority to make timely decisions and resolve issues effectively
Serve as operational backup when required, directly supporting members to ensure continuity of service and avoid disruption to the member experience
Participate in meetings with corporate or key clients as required, presenting service performance, addressing evolving needs, and aligning on results, expectations, and continuous improvement opportunities
Conduct regular one-on-one coaching sessions and lead monthly and quarterly performance reviews
Monitor service quality through request reviews, written communication, and call evaluations
Use quality assurance data to provide real-time feedback and drive continuous improvement
Recognize individual and team achievements to strengthen engagement and morale
Set clear expectations and SMART goals aligned with business objectives
Act as a role model for Ten's values, demonstrating professionalism, empathy, adaptability, and excellence
Communicate key business updates and foster a strong sense of collaboration and community within the team
Support succession planning and career development for high-performing team members
Qualification
Required
Demonstrated ability to manage teams with a strong focus on performance, accountability, and engagement
Strong commercial awareness with the ability to coach teams toward revenue and value-driven outcomes
Excellent verbal and written communication skills
Calm, confident decision-making in fast-paced, high-pressure environments
Proven experience supporting high-net-worth or VIP clients
Highly organized, detail-oriented, and comfortable managing multiple priorities and systems
Mandatory experience using a travel booking GDS system (Amadeus required)
Demonstrated ability to effectively lead and manage teams across multiple locations and diverse cultural environments
Solid medium-to-high level expertise as a travel and flight specialist, including airlines, fare classes, ticketing rules, changes, cancellations, refunds, and reissues
Benefits
Employee Assistance and mental wellness resources
Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars. These vary by location.
22 days of Paid Time Off your first year and maxing out at 32 days per year in your 4th year (based on a 40hr work week).
3 extra float days after 3 years of work.
One month off, fully paid sabbatical every 5 years of work, in addition to your Paid Time Off days.
Full catalogue of learning modules that cover a wide range of categories for personal and professional development
Discount on Pet Insurance and a variety of other non-travel perks and discounts
IATA card after 90 days which gives access to travel discounts
Monetary loyalty rewards at 3yrs, 5yrs, and 10 years of service
Working Holidays: Ability to work from any of our 23 global offices for a short period of time
Company
Ten Lifestyle Group
Ten partners with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients.
Founded in 1998
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Laura Noelle Phillips
Strategic Partnerships Manager - Travel
Company data provided by crunchbase