- Lead, coach, and develop team leads and support specialists.
- Spend regular time in the ticket queue to identify pain points and product gaps.
- Personally handle escalations and high-stakes customer issues.
- Master internal products, booking flows, and supplier workflows.
- Own key metrics including CSAT, SLEs, and QA scores.
- Establish and refine QA programs, SOPs, and training materials.
- Oversee workforce planning, scheduling, and seasonal readiness.
- Analyze data to drive operational and product improvements.
- Partner with Product and Engineering on support tooling and AI-assist initiatives.
Data AnalysisTeam managementCustomer support