• Support customers via voice and chat using Amazon Connect • Deliver a positive experience through empathy, patience, and clear communication • Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows • Accurately document interactions and manage follow-ups • Handle multiple tasks in a fast-paced call center environment • Collaborate with teammates and escalate complex issues as needed • Participate in ongoing training and continuous improvement • Work assigned shifts, including weekends and holidays

• Support customers via voice and chat using Amazon Connect • Deliver a positive experience through empathy, patience, and clear communication • Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows • Accurately document interactions and manage follow-ups • Handle multiple tasks in a fast-paced call center environment • Collaborate with teammates and escalate complex issues as needed • Participate in ongoing training and continuous improvement • Work assigned shifts, including weekends and holidays

Role Description This is a newly created permanent position. The Bilingual Service Delivery Manager is responsible for leading and managing the day-to-day operations of the Service Delivery team across travel and lifestyle services in both English and French. This role ensures the delivery of exceptional client experiences, meets business and quality goals, and fosters employee engagement. The manager will coach and develop high-performing teams, drive operational excellence, and support strategic initiatives to exceed client expectations and contractual commitments. Qualifications - Minimum 5 years in travel, lifestyle, or hospitality services. - Minimum 5 years managing teams of 15+ in a call center environment. - Must possess relevant Supervisor Travel Industry Certification in accordance with local requirements. - Experience with travel programs (air/hotel) and B2B models preferred. - Bachelor’s degree or equivalent experience required. - Highly proficient communication in English (verbal and written) required. - Proficient communication in French (verbal and written) required. Requirements - Strong professional presence and communication skills. - Travel GDS and CRM knowledge. - Comprehensive understanding of relevant Travel Industry specific standards and regulations. - Ability to thrive in fast-paced, evolving environments. - Strategic leadership, delegation, and coaching capabilities. - Business acumen and client trust-building. - Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio). Benefits - This position is a non-travel position. - Flexible schedule, including evenings, based on business needs. Work Environment & Physical Requirements - Must have a dedicated, quiet, and private workspace free from distractions. - Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset. - Reliable high-speed uninterrupted internet connection meeting minimum company standards. - Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment. - Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members. - May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies. Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description OpenLoop is looking for a Senior Manager, Customer Support to join our team remotely. In this role, you will be responsible for leading and scaling our Customer Support function to deliver exceptional technical and empathetic support experiences. - Mentor and lead a team of support specialists to deliver high-quality technical and emotional support. - Design and refine automated ticketing workflows to improve response times and resolution rates. - Analyze support data to identify product friction points and present those findings to the Product team. - Manage the internal and external knowledge base to ensure documentation is accurate and helpful. - Act as the final point of escalation for complex or high-priority customer issues. - Other duties as assigned. Qualifications - Bachelor’s degree in Business, Communications, Information Technology, or a related field. - 3–5 years of experience in Customer Support or Customer Success, including 1–2+ years in a leadership or senior capacity. - Proven experience leading and developing support specialists, building positive team culture, and managing remote or distributed teams across time zones. - Strong proficiency with industry-standard support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Zoho, or similar ticketing and analytics tools. - Demonstrated experience setting, tracking, and improving SLA performance and CSAT metrics. - Highly data-driven, comfortable using reporting tools such as Excel, SQL, Tableau, or platform dashboards to analyze trends and drive operational improvements. - Clear communicator capable of translating technical concepts for non-technical users and collaborating effectively across Product and Engineering teams. - Strategic thinker who can balance immediate escalation management and “firefighting” with long-term workflow optimization and process improvement initiatives. - Strong organizational skills with the ability to manage multiple priorities and projects in a fast-paced, high-growth environment. - Professional certification in Customer Success or Support Management is a plus. Benefits - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more