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