The Opportunity: Your Role as Our Travel Experience Ambassador 

Are you an experienced leader with a passion for the travel industry and a talent for managing high-performing teams? We are looking for a Travel Experience Team Leader to lead our dedicated Taiwan Project. In this role, you will lead a team of 10 Customer Support Executives, ensuring they provide seamless support and expert guidance to travelers worldwide. 

What You'll Be Doing (Key Responsibilities) 

1. Team Management & Performance Excellence 

• Lead and mentor a team of 10 Customer Support Executives (CSRs) to achieve campaign-specific KPIs, including a 100% answer rate and optimal Average Handling Time (AHT).   
• Oversee multichannel performance across voice (30%), email (20%), and live chat (50%) to ensure consistency and professional efficiency.   
• Conduct regular Quality Assurance (QA) reviews and coaching sessions to maintain high-service standards and data integrity within Zendesk and in-house systems 

2. Operational Leadership & Client Liaison 

• Serve as a bridge between the local team and the Taiwan-based headquarters to ensure alignment on product packages, itinerary modifications, and cancellations.   
• Manage rotational shift scheduling to ensure 24-hour coverage, including support during Public Holidays as required by the client.   
• Address and resolve complex escalations regarding order status, modifications, and high-tier customer complaints 

3. Data Analytics & Campaign Optimization 

• Analyze daily and monthly transaction volumes to compute required agent headcount and identify trends in customer inquiries.   
• Track and report on CSAT (Customer Satisfaction) functionality results to identify recurring pain points and provide data-driven feedback to the client.   
• Ensure total data integrity by auditing system entries and maintaining rigorous security protocols, including SSO/MFA and access control logs.