Customer Service Agent supporting hotel guests with inquiries, bookings, changes, and cancellations. Identifying upgrades and promotions while delivering contact - center services for hospitality brands.
About the role
- Customer Support Manager leading customer support for EcoOnline’s workplace safety and sustainability SaaS. Improving service levels, escalations, team performance, and customer experience.
Responsibilities
- Deliver consistent customer support performance against agreed service levels, quality expectations, and customer experience standards
- Lead, coach, and develop the support team
- Establish clear objectives, provide regular feedback, manage performance, and drive team engagement
- Oversee case prioritization, backlog management, escalation handling, and workload visibility
- Use support data, reporting, and customer feedback to identify trends and improve service
- Work cross-functionally with Product, Engineering, Customer Success, and Services
- Support complex, sensitive, and high-priority customer issues
- Remove blockers and ensure customers receive clear and timely updates
Requirements
- Proven expertise in managing teams, providing strategic guidance and mentorship, establishing performance objectives, and conducting performance evaluations
- 3+ years of customer support experience, including experience in a team lead or people management role
- Prior experience working in an IT environment
- Knowledge of software systems and technical aspects relevant to the role
- Ability to perform effectively and maintain composure in high-pressure situations
- Strong workload management, organizational, and prioritization skills
Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
- Reasonable accommodations for qualified individuals with disabilities
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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