Customer Success Manager
3 weeks ago
About Us: Holiday Tribe is a seed-stage VC-funded travel tech brand based in Gurugram. We specialize in crafting unforgettable leisure travel experiences by integrating advanced technology, leveraging human expertise, and prioritizing customer success. With holidays curated across 30+ destinations worldwide, partnerships with renowned tourism boards, and recognition as the Emerging Holiday Tech Company at the India Travel Awards 2023, Holiday Tribe is transforming the travel industry Position Overview: The Customer Success Manager – Long Haul Destinations will play a key role in overseeing the team that manages post-booking communication and support for clients traveling to long-haul destinations such as Europe, Japan, Australia, New Zealand, South Africa, and more. This role will require extensive experience in handling international travel packages, particularly to long-haul destinations. The Manager will lead a team of customer success agents, ensuring that they provide exceptional service to clients, and also interact directly with customers when needed. Please note: Extensive experience and on Ground knowledge for the mentioned destinations is Mandatory. Key Responsibilities: Customer Success Leadership: 1) Lead, mentor, and develop a team of customer success agents who manage post-booking client interactions, ensuring they provide world-class service. 2) Foster a positive and performance-driven team culture that focuses on customer satisfaction, quality, and service excellence. 3) Provide ongoing training, feedback, and coaching to ensure the team's success in managing inquiries, resolving issues, and delivering superior customer experiences. Direct Client Communication: 1) Act as a primary point of contact for high-value clients or complex inquiries, ensuring their post-booking experience is seamless and enjoyable. 2) Handle customer escalations, providing expert support and resolutions for clients traveling to long-haul destinations, addressing issues with flights, hotels, sightseeing, and activities. Team Performance & Operational Management: 1) Monitor team performance using key metrics, ensuring all team members are meeting or exceeding their targets for response times, issue resolution, and customer satisfaction. 2) Set clear KPIs and expectations for the team, ensuring they align with broader business goals and objectives. 3) Manage workload distribution, ensuring that client inquiries and issues are handled in a timely manner. Quality Assurance: 1) Maintain high standards of customer service by regularly reviewing and analyzing customer interactions, ensuring the team adheres to best practices and company policies. 3) Review customer feedback and work with the team to address any service gaps or areas of improvement. Collaboration with Internal Teams: 1) Collaborate closely with sales, operations, and marketing teams to ensure that the customer's post-booking journey is consistent and aligned with company standards. 2) Work with the operations team to address any travel-related issues or challenges faced by clients traveling to long-haul destinations. Reporting & Insights: 1) Prepare regular reports on team performance, customer feedback, and any emerging trends related to customer issues or requests. 2) Use data and customer feedback to identify areas for process improvement and propose solutions that will enhance client satisfaction and team efficiency. Qualifications: 1) Extensive experience (5-6 years) in customer success, client management, or similar roles , particularly with a focus on long-haul international destinations (Europe, Japan, Australia, New Zealand, South Africa, etc.). 2) Strong knowledge and hands-on experience in managing international travel packages , including complex itineraries, hotel bookings, flights, sightseeing, and activities for long-haul destinations. 3) People management experience with a track record of leading and developing high- performing teams. 4) Experience in handling direct customer communication and providing high-level support to ensure an exceptional post-booking experience. 5) Candidates with experience in domestic travel or short-haul destinations will not be considered for this role . 6) Strong problem-solving skills with the ability to handle customer escalations and resolve issues efficiently. Why Join Us? ∙Competitive salary and performance-based incentives. ∙Opportunities for career growth and development within a dynamic and fast-growing company. ∙A collaborative and supportive work culture focused on excellence in customer service. ∙Work in an exciting and ever-evolving travel industry, specializing in long-haul destinations and unforgettable travel experiences.
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