Customer Support Supervisor

Customer Support Supervisor

Job Summary

The Customer Support Supervisor will lead a nearshore or offshore team delivering 24/7 assistance to DATAMARK travelers and loyalty-program members through a blended support model consisting of approximately 60% inbound voice and 40% chat. The supervisor will oversee day-to-day service delivery, agent performance, customer escalations, quality, workforce adherence and operational reporting. The role requires strong customer-service leadership, travel-industry knowledge and the ability to manage urgent booking and travel-disruption situations while maintaining a high-quality, white-label customer experience.

Key Roles and Responsibilities

Team Leadership and Daily Operations

• Supervise, coach and develop a team of voice and chat support representatives.
• Conduct shift briefings, daily performance reviews and regular one-on-one coaching sessions.
• Monitor real-time voice queues, chat volumes, staffing levels and schedule adherence.
• Allocate resources between voice and chat based on demand, service levels and traveler urgency.
• Ensure uninterrupted shift coverage, including weekends, holidays and after-hours support.
• Serve as the primary operational contact during the assigned shift.

Traveler and Member Support

• Ensure agents provide accurate assistance with flight, hotel, car-rental and transfer bookings.
• Oversee booking changes, cancellations, refund requests and urgent itinerary issues.
• Support inquiries involving travel profiles, policies, approval processes and platform navigation.
• Guide the team on loyalty accounts, login issues, cashback eligibility, tracking and redemption.
• Ensure consistent service delivery across DATAMARK's white-label client programs.
• Maintain an empathetic, professional and solutions-oriented customer experience.

Escalation and Service Recovery

• Take ownership of complex, sensitive or time-critical customer escalations.
• Coordinate with airlines, hotels, car-rental companies and other travel suppliers when required.
• Prioritize same-day travel cases, cancellations, schedule changes and stranded-traveler situations.
• Investigate complaints and determine appropriate service-recovery actions.
• Escalate platform defects, payment problems and recurring booking issues to the appropriate product, engineering, finance or customer-success teams.
• Maintain complete case documentation and follow through until resolution.

Quality and Performance Management

• Review calls, chats and case records to ensure quality, accuracy and policy compliance.
• Conduct quality calibrations and provide targeted coaching based on performance gaps.
• Track service level, response time, abandonment rate, average handle time, first-contact resolution, customer satisfaction, quality scores, schedule adherence and escalation rates.
• Develop corrective-action plans for agents who fall below expectations.
• Recognize strong performance and promote continuous improvement.

Reporting and Client Coordination

• Prepare daily, weekly and monthly performance reports.
• Provide insights on contact drivers, customer complaints, supplier issues and emerging travel trends.
• Participate in operational reviews with DATAMARK and strategic-partner leadership.
• Maintain transparent communication regarding service risks, staffing challenges and critical incidents.
• Support business reviews by presenting performance trends and improvement initiatives.

Process and Knowledge Management

• Maintain current standard operating procedures, escalation matrices and knowledge-base content.
• Ensure agents receive timely updates on travel policies, cashback rules, promotions and platform changes.
• Identify opportunities to reduce repeat contacts and improve self-service content.
• Partner with training and quality teams to improve onboarding and refresher training.
• Support new client launches, white-label program implementations and volume ramp-ups.
• Share customer feedback and recurring issues with DATAMARK's product and customer-success teams.

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• Three or more years of experience in travel, hospitality, loyalty-program or contact-center operations.
• At least one to two years of experience as a Team Leader, Supervisor or Acting Supervisor.
• Experience managing blended inbound voice and chat support.
• Understanding of flight, hotel and car-rental booking processes, including changes, cancellations and refunds.
• Experience managing customer escalations and urgent service-recovery situations.
• Strong knowledge of contact-center KPIs, workforce adherence, quality monitoring and coaching.
• Excellent spoken and written English.
• Willingness to work rotational shifts, weekends and holidays in a 24/7 operation.

Preferred Qualifications

• Experience supporting a corporate travel platform, online travel agency or travel-management company.
• Familiarity with GDS or online travel-booking systems.
• Experience with CRM, ticketing, chat and workforce-management platforms.
• Experience supporting white-label or multiple-client customer-service programs.
• Knowledge of loyalty, cashback or rewards-program operations.
• Experience working with geographically distributed client, technology and operations teams.

PF, Gratuity, Retention Bonus