Customer Service Manager

Company Description Velsain is a private travel advisory that designs bespoke journeys for executives, founders, creative leaders, couples, solo travelers, and private groups. The company creates tailored experiences for milestone celebrations, restorative escapes, cultural itineraries, executive retreats, and complex international travel, avoiding standard templates. Velsain’s approach combines creative vision, attentive service, and coordinated planning across accommodations, transportation, dining, and immersive experiences. By managing every detail, Velsain enables clients to travel with greater confidence, ease, and intention. The team is dedicated to delivering extraordinary travel experiences that are distinctly personalized for each client.

Role Description The Customer Service Manager is a full-time remote role responsible for leading client service operations and ensuring a high-quality experience at every stage of the travel journey. This position manages customer support workflows, responds to client inquiries, resolves issues, and monitors satisfaction across multiple channels, including email, messaging platforms, and calls. The role includes developing and refining service standards, coaching and supporting team members, and creating feedback loops to improve processes and offerings. The Customer Service Manager collaborates closely with travel advisors and operations staff to coordinate trip details, communicate changes, and proactively anticipate client needs. This role also involves using analytical insights to track performance metrics and identify opportunities to enhance service delivery.

Qualifications

• Strong customer-focused skills, including Customer Service Management, Customer Support, and Customer Satisfaction.
• Excellent Communication abilities for client interaction, team collaboration, and clear written and verbal correspondence.
• Robust Analytical Skills to interpret service metrics, client feedback, and operational data to guide improvements.
• Experience in managing remote or distributed teams and working effectively in a fully remote environment.
• Background in travel, hospitality, or high-touch client service environments is preferred.
• Demonstrated ability to handle complex itineraries, time-sensitive requests, and high expectations with calm and professionalism.
• Proficiency with CRM tools, customer support platforms, and standard office software.
• Bachelor’s degree in Business, Hospitality, Communications, or a related field, or equivalent practical experience.