Customer Success Supervisor

The Travel Corporation

. Lead and support Customer Success Specialists and BPO partners across phone, chat, email, and task-based interactions .

Posted 9/25/2026full-timeCosta Mesa • California • United StatesJuniorMid-Level💰 $26 - $31 per hourWebsite

About the role

Key responsibilities & impact

Lead and support Customer Success Specialists and BPO partners across phone, chat, email, and task-based interactions
Act as the senior escalation point for complex, high-risk, or high-impact concerns
Provide guidance on TTC products, policies, systems, procedures, and customer recovery strategies
Support booking retention, customer loyalty, and future sales opportunities
Maintain operational accuracy, quality standards, brand integrity, and customer experience
Manage complex escalations and sensitive stakeholder matters through resolution
Assess customer, commercial, financial, operational, and reputational impacts
Build relationships with internal departments and external stakeholders to facilitate issue resolution
Identify root causes, emerging risks, and trends to improve processes and reduce repeat escalations
Document, manage, and report escalations through appropriate systems and processes
Review performance metrics, service trends, escalation volumes, customer insights, and operational data
Develop and maintain actionable reporting on customer experience, operational effectiveness, service quality, and workload distribution
Lead continuous improvement initiatives involving service excellence, process optimisation, knowledge management, and operational efficiency
Participate in calibration sessions, quality reviews, and feedback forums
Support process, system, and workflow enhancements
Provide day-to-day guidance, coaching, mentoring, and feedback to team members and BPO partners
Monitor workload allocation and resource management
Lead onboarding and support development plans
Maintain documentation, knowledge resources, standard operating procedures, and process guidelines
Represent Customer Success in cross-functional meetings
Foster a positive, collaborative, customer-focused team culture
Undertake additional responsibilities as required

Requirements

What you’ll need

Minimum 24 months' experience in a Contact Center, Customer Success, Customer Service, Reservations, or operational support environment
Strong track record of performance
Experience managing complex escalations and stakeholder enquiries
Proven ability to coach, mentor, and support the development of others
Experience with CRM platforms, support technologies, customer support technologies, and customer experience metrics
Salesforce experience preferred
Strong knowledge of Tier 2 support operations, escalation workflows, and customer experience metrics
Ability to diagnose root causes across the customer lifecycle
Strong analytical, problem-solving, and decision-making capability
Ability to balance customer, commercial, and operational outcomes
Excellent written and verbal communication skills
Strong stakeholder management and relationship-building capability
Ability to work autonomously and make decisions within delegated authority
Commitment to delivering exceptional customer experiences while supporting business objectives
Flexibility to work evenings, weekends, and public holidays
Ability to work extended hours based on business needs

Benefits

Comp & perks

Fully remote work option across the United States
Hybrid work available near the Costa Mesa, California office
Global support team environment
Flexible shift work arrangements, including evenings, weekends, and public holidays