Job Description

Customer Service Manager

PERMANENT | FULL TIME | COLOMBO, SRI LANKA

At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever – for both people and the planet. More than 34 years later, we’re proud to be a certified B Corp with hundreds of trips in over 100 countries.

As our Customer Service Manager, you’ll lead a high-performing team that ensures every customer interaction is prompt and supportive. Reporting to the Head of Customer Service & Support, you’ll set the tone for a customer-centric culture, empowering your team to achieve KPIs, surpass targets and continuously improve. With your leadership and data analysis skills, you’ll drive operational efficiency, performance improvement and exceptional customer experiences. You’ll also collaborate across departments to ensure customer feedback translates into actioned improvements. From coaching your team to implementing new initiatives, you’ll make sure our customer service is not just good, but truly world-class! This is a full-time permanent position, operating in a hybrid capacity out of our office in Colombo, Sri Lanka. Our teams work on a rostered basis, covering 24-7 sales and service globally, therefore flexibility to work weekends and shifts is essential.

Some of the experience you’ll bring with you may include:

• 5 years' experience in customer service, including 3 years in a leadership role.
• Previous team management experience, including training and performance development.
• Strong data analysis and reporting skills.
• Great understanding of customer service processes phone, email, live chat.
• Excellent communication skills, with the ability to engage teams and customers.

What it’s like working for Intrepid:

Our people reflect the diversity of our customers & the communities we visit. Our global team is made up of 58 nationalities across 46 countries, & Intrepid recognises that diversity makes us a stronger business so we encourage applications from people of all backgrounds!

Work Perks

• Flexible work options such as work from home & work from anywhere 4 weeks a year!
• Experience Intrepid with a FREE trip every year, plus an extra week of leave to enjoy it!
• E-learning & professional development, with diverse global career opportunities.
• Access to an Employee Assistance Program, a 24/7 service that offers counselling.
• Support causes important to you with 20 hours of volunteer leave every year.

With varying global benefits, flexibility & an incredible work culture, it’s no wonder we’ve been awarded the honor of being a ‘Great Place to Work!’

Apply Here

All applications must be submitted through our website above.

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