WhereTo (now part of Flight Centre Travel Group) is looking for a passionate, motivated and skilled Product Support Manager to join our growing Product and Engineering teams. This is an exciting opportunity to be an integral part of the team leading the return to travel and work with some of the largest and most powerful travel programs in the world.
The Team Leader for the WhereTo CSM team is the senior support resource for the business, working across all business & technology teams on remedy and resolution of technology-related issues.
This position will spearhead the WhereTo support process, taking ownership for the trouble ticket reporting and tracking processes within the team. This means working with support resourcing on achieving agreed to SLA’s for support items, analyzing trends in support requests, and working on process/business improvement projects to improve our systems and solutions.
This person should expect to act as an escalation point for all critical issues and serve to establish improvements to support processes & outage coordination/communication activities. You will become an expert on our product and help our CSM team navigate each feature. You will also work closely with our Travel Agent, Product, and Engineering teams to ensure a seamless experience from start to finish. If you get excited about delivering memorable experiences, educating users on a new product, and delighting customers (travelers) at every turn, this is the role for you.
Responsibilities
Full ownership of the support process, including supporting tools
Ownership of the solutions support process; documentation & communication of that process as needed
Maintenance of escalation and “where to go” procedures for the team
Performance measure of the support process and reporting on SLA’s and KPI’s to relevant business leaders
Lead escalation point for all critical support issues for the business
Documentation of standard operating procedures (SOP’s) for core systems to improve overall system reliabilities
Document root-cause-analysis of outages to identify process and/or system improvements to increase availability
Establish SLA’s for all key systems and processes to support w/ methodologies to measure and communicate
Maintain a central database of all key systems and connection points to help troubleshooting and issue resolution processes
Provide product technical support for Flight Centre agents by responding to all initial chat conversations and by managing tickets escalated to our team
Provide support for FCTG Technical Implementation Managers on complex site builds
Work closely with Product Management to gather user feedback and to translate that feedback into product features and functionality
Identify and task issues that require involvement from higher level product support teams
Be our product expert and have the ability to answer any questions our customers throw at you with a smile
Build and maintain a strong technical understanding of our product, partners, and roadmap
Requirements:
3-5 years client-facing, technical support experience
Experience managing a support-based team
A fantastic listener with endless patience and high empathy
Experience interacting with clients with varying levels of technical savvy
Incredible organization skills and attention to detail
Impeccable verbal and written communication skills
Highly analytical & data driven thinker (using Excel)
Comfortable with ambiguity and asking questions
Willing to work specific hours to provide SLA time-based coverage to our customers (for example 8am-5pm, 9am-6pm)
Benefits Include:
Generous remuneration structure
Travel perks/discounts.
Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
401k program with partial match
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year
#LI-REMOTE
Location: Remote, US
This position may be performed remotely anywhere within the United States except the State of Colorado
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
Travel is booming once again, and our roles are being filled quicker than a nonstop from London to New York. We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact [email protected] if you need any assistance.