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Customer Service Manager
Full-time
What We're Looking For
Travelpro is seeking a Customer Service Manager to lead our global Customer Service and Warranty Services operations. This role is responsible for managing outsourced BPO partners, leading an in-house escalations team, optimizing AI-driven service tools, and driving data-informed decisions that enhance the customer experience and operational efficiency.
What You'll Do
Lead and manage Customer Service operations across in-house teams and international BPO partners to ensure a seamless and consistent customer experience
Oversee warranty services end-to-end including claims processes, replacements, parts fulfillment, returns, and policy administration
Monitor service performance across all channels using KPIs such as CSAT, NPS, response time, resolution time, and cost-per-contact
Forecast service volume and collaborate on workforce planning to ensure appropriate staffing during peak seasons and product launches
Own and optimize customer service technology platforms including ticketing systems, chatbot automation, returns tools, and e-commerce integrations
Develop and implement strategies that improve self-service resolution rates while ensuring smooth escalation paths to live agents
Build and maintain dashboards, reports, and analytics that provide actionable insights into customer sentiment, service trends, and operational performance
Partner cross-functionally with Operations, Planning, E-Commerce, IT, and other departments to support company initiatives and improve customer journey touchpoints
Lead training initiatives, performance management, and continuous improvement programs to maintain a high-performing service culture
Manage departmental budgets, vendor relationships, and technology investments
Prepare executive-level reporting and presentations on customer service performance and strategic initiatives
What You'll Need
Minimum of 7 years of customer service experience, including 3+ years in a leadership role managing outsourced or multi-site contact center operations
Experience in B2C and B2B environments, preferably within consumer goods, retail, or e-commerce industries
Strong understanding of customer service technology platforms such as Gorgias, Zendesk, or similar ticketing systems
Hands-on experience with automation, AI chatbots, analytics tools, and e-commerce platforms (Shopify or similar)
Proven ability to develop and track KPIs, interpret data trends, and drive operational improvements
Experience managing returns and warranty programs or similar service operations
Strong leadership, communication, and stakeholder management skills
Ability to work effectively in a fast-paced, deadline-driven environment
Willingness to work flexible hours as needed to support global operations
About Travelpro
At the heart of Travelpro is a man who knew more about travel than most. As a commercial airline pilot, Bob Plath crisscrossed the globe a thousand times, always with suitcase in tow. He saw what happened to luggage over time and the toll it took on the traveler hauling it. Bob thought there had to be a better way. Dedication is at the heart of our success.
