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Customer Support Supervisor
hace 3 meses
Customer Support Supervisor page is loaded Customer Support Supervisor Apply locations Barcelona time type Full time posted on Posted 7 Days Ago job requisition id R21007 Job Title
Customer Support SupervisorSummary: Join our team as a Customer Support Supervisor, where you will oversee and build a high-performing Customer Support team responsible for Amadeus's Hospitality Products. Ensure seamless, consistent, and positive customer experiences while coordinating technical resources and developing proactive and reactive support policies.
Click here to learn more about our products.
In this role you will: Oversee direct reports following organizational policies and laws, address personnel-related issues, complaints, and resolve problems.Motivate, collaborate, and encourage high engagement, leading by example, Provide mentoring, coaching, and technical guidance to team members.Handle PCB activities such as ADP/time off, performance reviews, and contribute to trend analysis for disciplinary actions.Ensure proper case handling procedures are followed, maintaining high quality and appropriate case progression.Track and monitor unresolved issues per Support escalation procedures, ensuring internal and external communication.Identify and implement process and procedure improvements within the department.Plan, assign, and direct work in collaboration with management, schedule resources to support our Global follow-the-sun model.Implement department measures to achieve daily, weekly, monthly, and annual productivity and satisfaction goals, including trend reporting.Participate in interviewing, hiring, and successful onboarding of new team members.Maintain general knowledge of all Amadeus Hospitality products and their integration points that collectively form client solutions, assist in scheduling training for advancing technical and non-technical skills.About the ideal candidate: Previous experience in a supervisory or team lead position.At least 5+ years of experience in customer support or technical support roles.Strong problem-solving skills and the ability to manage multiple priorities.Excellent communication and interpersonal skills.Proven ability to train and mentor team members.Familiarity with Amadeus Hospitality products is a plus.Ability to work in a fast-paced, dynamic environment.What we can offer you: A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits. A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues. A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment. A flexible working model - We want our employees to do their best work, wherever and however it works best for them. A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees. A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.Join us and lead a dedicated Customer Support team to ensure exceptional support and service for Amadeus Hospitality products
Diversity & Inclusion Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation,age, beliefs, disability or any other characteristics protected by law.
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