Holiday Tribe | Customer Success Manager
6 days 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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