Travel Customer Support Manager - (Hybrid)

Cruise Planners is the largest franchisor of home-based travel agencies across the country that independently book cruises, tour, and land vacations. Cruise Planners has achieved Top Producer status with virtually every cruise line, tour, and resort company. Cruise Planners has been named the No.1 Cruise Tour / Travel Agency by Entrepreneur Magazine for the past 10 years and recently featured in Entrepreneur as one of the top 30 franchise innovators in technology. Cruise Planners positions franchise owners for success by providing them with innovative marketing, booking and lead-generating tools as well as professional development and hands-on training with the industry’s top executives. Cruise Planners Home Office has won awards such as Coolest Offices and Top Places to Work in South Florida by Sun Sentinel and South Florida Business Journal. 

**Candidates must be authorized to work for ANY employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa**

Job Summary

We are seeking a dedicated professional to support our Customer Service department, known as the Care Team, by leading the recruitment, mentorship, and development of customer service agents. This role plays a key part in fostering a positive and empowering environment that enables team members to thrive. Additionally, the position will assist in managing departmental projects as directed by the Sr. Director of Operations.

Responsibilities

• Oversee daily operations of the Customer Service department, also known as the Care Team.
• Provide ongoing coaching and support to Care Team members through regular monitoring and bi-weekly one-on one sessions.
• Ensure team members take full responsibility of customer issues and collaborate with other departments to drive timely resolutions.
• Respond promptly and professionally to franchise-related concerns.
• Conduct regular team meetings to share best practices, call-handling techniques, vendor promotions, project updates, and tool rollouts.
• Deliver individualized reports during one-on-one sessions, highlighting key metrics such as answered calls, tickets handled, and monitored call feedback.
• Monitor chat volume, response times, and Freshdesk metrics (calls, tickets) to ensure service level agreements (SLAs) are consistently met.
• Provide direct support with incoming calls, tickets, and chats as needed.
• Document and address any instances of unacceptable behavior to support performance improvement.
• Collaborate with Care Team Leaders to manage timesheets, shift coverage, and attendance.
• Conduct 90-day and annual performance reviews in partnership with the other Care Team Leaders and Sr. Director of Operations.
• Analyze call and ticket data and prepare detailed reports for review by the Sr. Director of Operations.
• Identify opportunities to improve reporting processes and enhance team efficiency.
• Support the launch and maintenance of platforms such as Navitrip, Chat, and other programs requiring Care Team involvement.
• Assist the Sr. Manager of Training & Development with onboarding and training of new Care Team members.
• Perform other related duties as assigned.

The items listed above are intended to provide an overview of the essential functions of the job. This is not an exhaustive list of all functions and responsibilities that the position may be required to perform.

Competencies

• Proven ability to mentor and grow team members professionally.
• Provide support to maintain a culture of inclusion and respect across the team.
• Skilled in maintaining calm and control during high-pressure or sensitive situations.
• Ability to interpret customer service metrics, identify inefficiencies and implement solutions to maximize performance.
• Comfortable learning and using new customer service technology and platforms.
• Strong problem-solving ability, listening skills and ability to multi-task.
• Well org