About ID90 Travel

Did you know that one of the privileges of working for an airline is being able to fly around the world for free? Well, we at ID90 Travel provide the technology that makes that airline employee travel possible for the world's leading airlines. We've also become the leading one-stop comprehensive solution for airline employee travel needs. This includes providing them with exclusive rates on hotels, cruises, rental cars and more.

What does a Customer Support Supervisor do?

A Customer Support Supervisor leads the frontline agents to ensure consistent service delivery, strong performance, and smooth daily operations.

This role is responsible for driving team performance, maintaining service quality, handling escalations, and helping create a high-performing and collaborative support environment. This role works closely with leadership, QA, AI Ops, and other cross-functional teams to continuously improve processes, customer experience, and team engagement.

This is an ideal opportunity for someone who enjoys coaching people, thrives in fast-paced environments, and is passionate about delivering exceptional customer experiences.

Duties/Responsibilities:

• Lead, coach, and support Customer Support agents in their daily performance and development
• Monitor team KPIs, service levels, and operational performance across support channels
• Manage schedules, staffing adjustments, PTO approvals, and coverage needs
• Handle complex customer escalations and ensure timely, policy-aligned resolutions
• Reinforce quality standards, workflows, and operational processes
• Support onboarding, training, and performance improvement initiatives
• Collaborate with QA, AI Ops, and Customer Support leadership to improve processes and customer experience
• Track operational trends, identify improvement opportunities, and escalate risks when necessary
• Support administrative tasks including payroll inputs, bonus calculations, and overtime validation
• Foster a collaborative, accountable, and high-performance team culture

Required Skills/Abilities:

• Strong leadership, coaching, and team management skills
• Excellent communication and interpersonal abilities
• Strong conflict resolution and customer escalation management skills
• Ability to multitask and prioritize effectively in a fast-paced environment
• Strong analytical and problem-solving capabilities
• Ability to monitor and interpret operational and performance metrics
• High level of accountability, ownership, and decision-making ability
• Strong organizational and time management skills
• Ability to adapt quickly to operational changes and shifting priorities
• Experience working cross-functionally with multiple teams and stakeholders
• Customer-centric mindset with a focus on service excellence
• Proficiency with customer support platforms, CRM systems, and operational tools
• Experience with AI-driven workflows or automation tools is a plus

Qualifications and Experience:

• 4+ years of experience in a Customer Support leadership or supervisory role
• Previous experience managing customer support operations across multiple channels (chat, email, phone)
• Experience handling customer escalations and performance management processes
• Proven experience working in fast-paced, customer-focused environments
• Experience managing KPIs, service levels, and workforce coordination
• Advanced English communication skills, both written and verbal (C1)
• Experience in tech, SaaS, e-commerce, travel, or high-volume support environments is preferred
• Bachelor’s degree or equivalent experience preferred
• Experience using Zendesk is preferred

Special Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Home Internet connection (50mb minimum)
• Possibility of WFH in a silent space
• Availability to work during saturdays and Argentinean holidays (Feriados)

What do we offer?

• A 44-hour/week position
• Paid time off
• Hybrid work schedule
• Friendly staff and an international team of people learning from one another
• A competitive salary and great benefits
• Travel discounts & credits