Customer Support Team Leader
On-siteAuckland, Auckland, New Zealand
Job Summary
Provide day-to-day operational leadership for the Customer Support team, managing a 7-day roster and acting as the first point of escalation for complex guest issues, incidents, and complaints. Coach and mentor specialists to meet service, quality, and performance targets while monitoring KPIs such as abandonment rates and turnaround times. Support recruitment, onboarding, and training for new team members, ensuring accurate documentation and adherence to company policies. Collaborate with branches, fleet, claims, and reservations to drive positive guest outcomes and identify trends for continuous improvement. Promote safe decision-making and ensure alignment with Health & Safety requirements. This hands-on leadership role supports operational projects and peak-season readiness within thl's global tourism organization.
Required Qualifications
- Proven leadership experience with the ability to motivate, develop, and support high-performing teams
- Previous experience in a contact centre, operational support, customer service, or service delivery environment
- Strong coaching and performance management capability
- Excellent communication and relationship-building skills
- Ability to manage multiple priorities and make sound decisions under pressure
- Strong customer resolution and complaint-handling experience
- Highly organised with excellent attention to detail
- Comfortable analysing performance data and driving improvements
- Confident using systems and technology, with the ability to learn new platforms quickly
Desired Qualifications
- Tourism, hospitality, travel, roadside assistance, or operational support experience
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