# Customer Support Supervisor

**Company:** [Datamark, Inc.](http://jobs.workable.com/companies/sTRP3hFwZB84jWGcCVwj8H.md)
**Location:** Chennai, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** Chennai

[Apply for this job](http://jobs.workable.com/view/9d6ef12e-9edd-47f0-aa66-7a012be62126)

## Description

**Customer Support Supervisor**

### Job Summary

The Customer Support Supervisor will lead a nearshore or offshore team delivering 24/7 assistance to DATAMARK travelers and loyalty-program members through a blended support model consisting of approximately 60% inbound voice and 40% chat. The supervisor will oversee day-to-day service delivery, agent performance, customer escalations, quality, workforce adherence and operational reporting. The role requires strong customer-service leadership, travel-industry knowledge and the ability to manage urgent booking and travel-disruption situations while maintaining a high-quality, white-label customer experience.

## Requirements

### Key Roles and Responsibilities

### Team Leadership and Daily Operations

-   Supervise, coach and develop a team of voice and chat support representatives.
-   Conduct shift briefings, daily performance reviews and regular one-on-one coaching sessions.
-   Monitor real-time voice queues, chat volumes, staffing levels and schedule adherence.
-   Allocate resources between voice and chat based on demand, service levels and traveler urgency.
-   Ensure uninterrupted shift coverage, including weekends, holidays and after-hours support.
-   Serve as the primary operational contact during the assigned shift.

### Traveler and Member Support

-   Ensure agents provide accurate assistance with flight, hotel, car-rental and transfer bookings.
-   Oversee booking changes, cancellations, refund requests and urgent itinerary issues.
-   Support inquiries involving travel profiles, policies, approval processes and platform navigation.
-   Guide the team on loyalty accounts, login issues, cashback eligibility, tracking and redemption.
-   Ensure consistent service delivery across DATAMARK's white-label client programs.
-   Maintain an empathetic, professional and solutions-oriented customer experience.

### Escalation and Service Recovery

-   Take ownership of complex, sensitive or time-critical customer escalations.
-   Coordinate with airlines, hotels, car-rental companies and other travel suppliers when required.
-   Prioritize same-day travel cases, cancellations, schedule changes and stranded-traveler situations.
-   Investigate complaints and determine appropriate service-recovery actions.
-   Escalate platform defects, payment problems and recurring booking issues to the appropriate product, engineering, finance or customer-success teams.
-   Maintain complete case documentation and follow through until resolution.

### Quality and Performance Management

-   Review calls, chats and case records to ensure quality, accuracy and policy compliance.
-   Conduct quality calibrations and provide targeted coaching based on performance gaps.
-   Track service level, response time, abandonment rate, average handle time, first-contact resolution, customer satisfaction, quality scores, schedule adherence and escalation rates.
-   Develop corrective-action plans for agents who fall below expectations.
-   Recognize strong performance and promote continuous improvement.

### Reporting and Client Coordination

-   Prepare daily, weekly and monthly performance reports.
-   Provide insights on contact drivers, customer complaints, supplier issues and emerging travel trends.
-   Participate in operational reviews with DATAMARK and strategic-partner leadership.
-   Maintain transparent communication regarding service risks, staffing challenges and critical incidents.
-   Support business reviews by presenting performance trends and improvement initiatives.

### Process and Knowledge Management

-   Maintain current standard operating procedures, escalation matrices and knowledge-base content.
-   Ensure agents receive timely updates on travel policies, cashback rules, promotions and platform changes.
-   Identify opportunities to reduce repeat contacts and improve self-service content.
-   Partner with training and quality teams to improve onboarding and refresher training.
-   Support new client launches, white-label program implementations and volume ramp-ups.
-   Share customer feedback and recurring issues with DATAMARK's product and customer-success teams.

### Required Qualifications

-   Bachelor's degree or equivalent professional experience.
-   Three or more years of experience in travel, hospitality, loyalty-program or contact-center operations.
-   At least one to two years of experience as a Team Leader, Supervisor or Acting Supervisor.
-   Experience managing blended inbound voice and chat support.
-   Understanding of flight, hotel and car-rental booking processes, including changes, cancellations and refunds.
-   Experience managing customer escalations and urgent service-recovery situations.
-   Strong knowledge of contact-center KPIs, workforce adherence, quality monitoring and coaching.
-   Excellent spoken and written English.
-   Willingness to work rotational shifts, weekends and holidays in a 24/7 operation.

### Preferred Qualifications

-   Experience supporting a corporate travel platform, online travel agency or travel-management company.
-   Familiarity with GDS or online travel-booking systems.
-   Experience with CRM, ticketing, chat and workforce-management platforms.
-   Experience supporting white-label or multiple-client customer-service programs.
-   Knowledge of loyalty, cashback or rewards-program operations.
-   Experience working with geographically distributed client, technology and operations teams.

## Benefits

PF, Gratuity, Retention Bonus