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.
Requirements
Key Roles and ResponsibilitiesTeam Leadership and Daily Operations
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Supervise, coach and develop a team of voice and chat support representatives.
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Conduct shift briefings, daily performance reviews and regular one-on-one coaching sessions.
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Monitor real-time voice queues, chat volumes, staffing levels and schedule adherence.
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Allocate resources between voice and chat based on demand, service levels and traveler urgency.
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Ensure uninterrupted shift coverage, including weekends, holidays and after-hours support.
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Serve as the primary operational contact during the assigned shift.
Traveler and Member Support
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Ensure agents provide accurate assistance with flight, hotel, car-rental and transfer bookings.
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Oversee booking changes, cancellations, refund requests and urgent itinerary issues.
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Support inquiries involving travel profiles, policies, approval processes and platform navigation.
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Guide the team on loyalty accounts, login issues, cashback eligibility, tracking and redemption.
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Ensure consistent service delivery across DATAMARK's white-label client programs.
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Maintain an empathetic, professional and solutions-oriented customer experience.
Escalation and Service Recovery
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Take ownership of complex, sensitive or time-critical customer escalations.
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Coordinate with airlines, hotels, car-rental companies and other travel suppliers when required.
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Prioritize same-day travel cases, cancellations, schedule changes and stranded-traveler situations.
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Investigate complaints and determine appropriate service-recovery actions.
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Escalate platform defects, payment problems and recurring booking issues to the appropriate product, engineering, finance or customer-success teams.
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Maintain complete case documentation and follow through until resolution.
Quality and Performance Management
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Review calls, chats and case records to ensure quality, accuracy and policy compliance.
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Conduct quality calibrations and provide targeted coaching based on performance gaps.
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Track service level, response time, abandonment rate, average handle time, first-contact resolution, customer satisfaction, quality scores, schedule adherence and escalation rates.
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Develop corrective-action plans for agents who fall below expectations.
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Recognize strong performance and promote continuous improvement.
Reporting and Client Coordination
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Prepare daily, weekly and monthly performance reports.
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Provide insights on contact drivers, customer complaints, supplier issues and emerging travel trends.
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Participate in operational reviews with DATAMARK and strategic-partner leadership.
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Maintain transparent communication regarding service risks, staffing challenges and critical incidents.
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Support business reviews by presenting performance trends and improvement initiatives.
Process and Knowledge Management
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Maintain current standard operating procedures, escalation matrices and knowledge-base content.
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Ensure agents receive timely updates on travel policies, cashback rules, promotions and platform changes.
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Identify opportunities to reduce repeat contacts and improve self-service content.
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Partner with training and quality teams to improve onboarding and refresher training.
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Support new client launches, white-label program implementations and volume ramp-ups.
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Share customer feedback and recurring issues with DATAMARK's product and customer-success teams.
Required Qualifications
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Bachelor's degree or equivalent professional experience.
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Three or more years of experience in travel, hospitality, loyalty-program or contact-center operations.
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At least one to two years of experience as a Team Leader, Supervisor or Acting Supervisor.
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Experience managing blended inbound voice and chat support.
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Understanding of flight, hotel and car-rental booking processes, including changes, cancellations and refunds.
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Experience managing customer escalations and urgent service-recovery situations.
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Strong knowledge of contact-center KPIs, workforce adherence, quality monitoring and coaching.
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Excellent spoken and written English.
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Willingness to work rotational shifts, weekends and holidays in a 24/7 operation.
Preferred Qualifications
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Experience supporting a corporate travel platform, online travel agency or travel-management company.
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Familiarity with GDS or online travel-booking systems.
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Experience with CRM, ticketing, chat and workforce-management platforms.
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Experience supporting white-label or multiple-client customer-service programs.
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Knowledge of loyalty, cashback or rewards-program operations.
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Experience working with geographically distributed client, technology and operations teams.
Benefits
PF, Gratuity, Retention Bonus
