Travel Team Manager - Customer Service Supervisor

Overview

Do you thrive on leading high-performing teams and delivering exceptional service? At Ten Lifestyle Group, we elevate the lives of high-net-worth individuals through world-class lifestyle management. As a Team Manager, you will lead a group of Lifestyle Managers to deliver seamless, high-touch service while ensuring performance, quality, and satisfaction targets are achieved. As we continue to grow our U.S. presence, we are looking for a passionate and people-focused leader to drive service excellence in New York or Las Vegas.

As a Team Manager, you will be responsible for leading a team of 5-17 Lifestyle Managers/Travel experts, ensuring they deliver personalized, luxury-level support to our members. You will balance day-to-day operational leadership with coaching, performance management, and strategic improvements, fostering a positive and motivated team environment.

Service Delivery & Operational Leadership

• Lead daily service operations, ensuring full coverage across all shifts, including weekends, evenings, and holidays.
• Monitor and manage performance KPIs to ensure service level agreements are consistently met.
• Partner with IT, Finance, HR, Training, and internal stakeholders to resolve operational and support issues efficiently.
• Identify and implement process improvements that enhance profitability, client satisfaction, and operational excellence.
• Act as an escalation point for member complaints, exercising sound judgment and managerial authority to make timely decisions and resolve issues effectively.
• Serve as operational backup when required, directly supporting members to ensure continuity of service and avoid disruption to the member experience.
• Participate in meetings with corporate or key clients as required, presenting service performance, addressing evolving needs, and aligning on results, expectations, and continuous improvement opportunities.

Team Coaching & Performance Management

• Conduct regular one-on-one coaching sessions and lead monthly and quarterly performance reviews.
• Monitor service quality through request reviews, written communication, and call evaluations.
• Use quality assurance data to provide real-time feedback and drive continuous improvement.
• Recognize individual and team achievements to strengthen engagement and morale.

Leadership & Culture

• Set clear expectations and SMART goals aligned with business objectives.
• Act as a role model for Ten's values, demonstrating professionalism, empathy, adaptability, and excellence.
• Communicate key business updates and foster a strong sense of collaboration and community within the team.
• Support succession planning and career development for high-performing team members.

• Demonstrated ability to manage teams with a strong focus on performance, accountability, and engagement.
• Strong commercial awareness with the ability to coach teams toward revenue and value-driven outcomes.
• Excellent verbal and written communication skills.
• Calm, confident decision-making in fast-paced, high-pressure environments.
• Proven experience supporting high-net-worth or VIP clients.
• Highly organized, detail-oriented, and comfortable managing multiple priorities and systems.
• Mandatory experience using a travel booking GDS system (Amadeus required).
• Demonstrated ability to effectively lead and manage teams across multiple locations and diverse cultural environments.
• Solid medium-to-high level expertise as a travel and flight specialist, including airlines, fare classes, ticketing rules, changes, cancellations, refunds, and reissues.

• Employee Assistance and mental wellness resources
• Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars. These vary by location.
• 22 days of Paid Time Off your first year and maxing out at 32 days per year in your 4th year (based on a 40hr work week).
• 3 extra float days after 3 years of work.
• One month off, fully paid sabbatical every 5 years of work, in addition to your Paid Time Off days.
• Full catalogue of learning modules that cover a wide range of categories for personal and professional development
• Discount on Pet Insurance and a variety of…