Job Opportunities API

Customer Support Supervisor 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