Ten Lifestyle Group · 1 month ago
Travel Team Manager - Customer Service Supervisor
New York, New York, United States
Full-time
Onsite
Mid, Senior LevelTen Lifestyle Group elevates 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.
Leisure Travel & Tourism
Responsibilities
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
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
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
Qualification
Required
Experience in leading high-performing teams
Ability to deliver exceptional customer service
Hands-on leadership style
Experience in balancing strategy and execution
Ability to motivate others to achieve excellence
Experience in managing a team of 5–17 Lifestyle Managers/Travel experts
Ability to deliver personalized, luxury-level support
Experience in operational leadership and coaching
Ability to monitor and manage performance KPIs
Experience in partnering with IT, Finance, HR, Training, and internal stakeholders
Ability to identify and implement process improvements
Experience in acting as an escalation point for member complaints
Ability to serve as operational backup when required
Experience in participating in meetings with corporate or key clients
Ability to conduct regular one-on-one coaching sessions
Experience in leading monthly and quarterly performance reviews
Ability to monitor service quality through request reviews, written communication, and call evaluations
Experience in using quality assurance data for feedback
Ability to recognize individual and team achievements
Experience in setting clear expectations and SMART goals
Ability to act as a role model for company values
Experience in communicating key business updates
Ability to support succession planning and career development
Company
Ten Lifestyle Group
Ten partners with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients.
Founded in 1998
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Laura Noelle Phillips
Strategic Partnerships Manager - Travel
Company data provided by crunchbase