Xanterra Travel Collection · 3 weeks ago
Chat Lead
United States
Full-time
Remote
Mid Level
2+ years expXanterra Travel Collection is a leader in the travel industry, particularly known for its luxury cruise line, Windstar Cruises. The Chat Lead will manage the digital chat channel, ensuring high-quality guest interactions and supporting the integration of AI technology in service delivery.
Hospitality
Responsibilities
Own the chat queue as primary channel, ensuring prompt, accurate, and brand-aligned responses to guest inquiries across live and AI-assisted conversations
Monitor AI virtual agent interactions in real time, identifying opportunities to optimize scripting, escalation triggers, and guest experience quality
Co-own the guest-facing virtual agent alongside the AI Admin Lead, reviewing performance, providing front-line feedback, and coordinating content updates that reflect live guest inquiry trends
Partner with the AI Admin Lead to flag chat-specific performance gaps, suggest workflow improvements, and support platform configuration updates
Serve as backup support for inbound voice, outbound, and OCC (Onboard Cruise Consultant) functions during high-volume periods
Maintain up-to-date knowledge of Windstar's itineraries, yacht products, promotions, and policies to provide accurate and compelling guest-facing information
Support quality assurance review of chat transcripts, identifying coaching opportunities and escalating recurring issues to the supervisor
Contribute to the onboarding and training of new agents on chat protocols, digital service standards, and AI-assisted tools
Track and report on personal and team chat performance metrics; proactively identify trends requiring leadership attention
Other duties as assigned
Qualification
Required
2+ years of experience in a contact center or customer service role
Demonstrated comfort with digital communication platforms and emerging technology tools
Strong written communication skills with the ability to represent the Windstar brand voice across digital channels
Ability to multitask across simultaneous chat interactions while maintaining accuracy and a guest-first mindset
Collaborative team player with flexibility to support voice channels when needed
Proficiency in standard contact center CRM tools
Preferred
Cruise or luxury travel experience
Experience with AI-assisted or chat-based service
Familiarity with AI-assist platforms
Benefits
Medical, Dental & Vision
HSA & FSA
Life & Disability
Accident, Hospital & Critical Illness
Pet Insurance
Vacation, Sick Time and paid Holidays
401(k) with Company Match
Employee Assistance Plan
Education Assistance
Employee Discounts & Travel Deals
Company
Xanterra Travel Collection
Xanterra Travel Collection is the largest operator of lodges, restaurants, and other concessions at national and state parks in the United States.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Lonnie Clark
Chief Financial Officer
Timothy Schoonover
Chief Operating Officer, Hospitality
Recent News
2025-12-05
San Diego Union-Tribune
2024-11-12
Company data provided by crunchbase