Manager – Global Care @ Plusgrade

Travel is not just about the destination; it’s about every memory made along the way. We are dedicated to shaping the future of travel by partnering with 200+ airline, hospitality, cruise, passenger rail, and financial services companies to create new, meaningful revenue streams through incredible customer experiences. Rooted in our core values of being ambitious, innovative, and collaborative, we are driven to continuously raise the bar, exceed expectations, and bring out the best in everyone, fostering a culture where we believe we are better together, working towards an extraordinary future in travel. Come help us transform everyday travel into extraordinary experiences.

ABOUT THE ROLE:

As a Manager, Global Care you will lead a team of senior support specialists. As a coach, your goal is to develop a team that delivers first class global customer care while excelling at escalation management.

You are a strong communicator and decision maker with the ability to analyze issue trends and root causes. . Your role is partner centric, requiring participation in product launches, delivering partner training and providing monthly reports on partner issue analysis and remediation. You will work with internal stakeholders to prioritize our partners needs and be the champion for service improvements.

This role reports to the Director, Global Care. Here’s how you’ll make an impact:

-Lead your team to success by establishing and improving operational KPIs and policies in support of best in class global support

-Develop strong partner support relationships through training on Points support applications and providing regular check ins on support trends and improvements

-Manage escalations in a timely manner – ensuring alignment between Global Care personnel and all involved parties to ensure timely resolution and risk mitigation

-Take a lead in resolution of complex issues involving cross functional teams across the organization

-Stay updated with product knowledge and industry trends to assist in complex technical issues and provide guidance to the support team

-Manage service deliverables through our support vendors

-Provide updates (daily, weekly, monthly) to business units on operational goals and objectives including analysis of contact reasons, trending, identifying unforeseen issues

-Establish and maintain regular touchpoints with our partners to facilitate relationship growth

-Develop and implement training programs to enhance the technical skills and customer service abilities of the support team.

YOU ARE SOMEONE WITH:

-5+ years experience in a senior support role

-Previous experience supporting Financial Institutions is an asset

-Excellent analytical, documentation, and communication skillsProven experience with escalation and issue management

-A passion and proven desire for leading a team of high performers

-Self-motivated, proactive, and results-oriented

-Proven track record of driving positive change

-Experience in setting and maintaining KPIs

-Ability to summarize data and view trends and communicate these to internal/external stakeholders to drive change

-Ability to manage multiple high priority tasks in a fast-paced environment

WHAT YOU’LL LOVE ABOUT US:

🏦 RRSP/401(k) Matching

🏥 Comprehensive Health Plans

📅 Flexible Paid Time Off

✈️ Travel Experience Credit

🧘 Annual Wellness Credit

🥗 Team Events and Monthly Lunches

💻 Home Office/Commuter Credit

🌅 Work From Anywhere Program

🍼 Parental Leave Top Up

🌍 Adventure Pass

OUR PROCESS:

Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.

We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. All applications will be reviewed by our Talent Team and the successful candidate(s) will go through the following recruitment process:

• Recruiter Phone Interview

• Hiring Manager Interview

• Take-home Assessment or remote coding exercise (if applicable)

• Team Interview

All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.

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