Customer Experience Manager (Travel Agency, Remote, Startup)

Highlights:
Start-up/ Setup experiences
Travel experiences
GDS systems (Amadeus, Sabre, or Travelport)
Remote and needs of travel

Responsbilities

Lead and mentor the customer service team across channels (email, chat, phone, social)
Develop and optimize support workflows, tools, and KPIs
Handle escalations with professionalism and empathy
Collaborate with product and operations teams to resolve issues and improve user experience
Analyze customer feedback to identify trends and drive improvements
Recruit, onboard, and train new team members
Champion a customer-first culture across the company

Requirement

Minimum 5+ years of leadership experience in customer management within the travel industry.
Proven hands-on experience with both OTAs (Expedia, Booking.com, etc.) and TMCs (American Express GBT, BCD Travel, CWT, etc.).
Strong knowledge of GDS systems (Amadeus, Sabre, or Travelport), fare structures, and hotel distribution channels.
Demonstrated success in managing end-to-end customer service operations.
Experience in training, coaching, and developing teams.

HOW TO APPLY:

Interested applicants, please send your latest resume to kelly.ng(at)trustrecruit.com.sg or click on Apply Now and provide the below details in your resume.

Last drawn salary
Expected salary
Notice period
Reason of leaving

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