Travel Team Manager - Customer Service Supervisor

Team Manager

Do you thrive on leading high-performing teams and delivering exceptional service? Are you a hands-on leader who can balance strategy and execution while motivating others to achieve excellence? At Ten Lifestyle Group, we elevate the lives of high-net-worth individuals through world-class lifestyle management. As a Team Manager, you will lead a group of Lifestyle Managers to deliver seamless, high-touch service while ensuring performance, quality, and satisfaction targets are achieved. As we continue to grow our U.S. presence, we are looking for a passionate and people-focused leader to drive service excellence in New York or Las Vegas.

About the Role

As a Team Manager, you will be responsible for leading a team of 5–17 Lifestyle Managers/Travel experts, ensuring they deliver personalized, luxury-level support to our members. You will balance day-to-day operational leadership with coaching, performance management, and strategic improvements, fostering a positive and motivated team environment.

Key Responsibilities

Service Delivery & Operational Leadership

• Lead daily service operations, ensuring full coverage across all shifts, including weekends, evenings, and holidays.
• Monitor and manage performance KPIs to ensure service level agreements are consistently met.
• Partner with IT, Finance, HR, Training, and internal stakeholders to resolve operational and support issues efficiently.
• Identify and implement process improvements that enhance profitability, client satisfaction, and operational excellence.
• Act as an escalation point for member complaints, exercising sound judgment and managerial authority to make timely decisions and resolve issues effectively.
• Serve as operational backup when required, directly supporting members to ensure continuity of service and avoid disruption to the member experience.
• Participate in meetings with corporate or key clients as required, presenting service performance, addressing evolving needs, and aligning on results, expectations, and continuous improvement opportunities.

Team Coaching & Performance Management

• Conduct regular one-on-one coaching sessions and lead monthly and quarterly performance reviews.
• Monitor service quality through request reviews, written communication, and call evaluations.
• Use quality assurance data to provide real-time feedback and drive continuous improvement.
• Recognize individual and team achievements to strengthen engagement and morale.

Leadership & Culture

• Set clear expectations and SMART goals aligned with business objectives.
• Act as a role model for Ten's values, demonstrating professionalism, empathy, adaptability, and excellence.
• Communicate key business updates and foster a strong sense of collaboration and community within the team.
• Support succession planning and career development for high-performing team members.