Customer Support Team Lead

About 30 Sundays

30 Sundays is a couple-focused travel company creating personalized and unforgettable vacation experiences. With 24/7 on-trip support and curated itineraries, we are redefining how couples travel and connect through meaningful experiences.

Role Overview

We are looking for an experienced Team Leader Customer Excellence to manage and mentor our customer support team. The ideal candidate should have prior team handling experience and strong expertise in managing escalations and ensuring high customer satisfaction.

Key Responsibilities

Lead and manage a team of Customer Excellence Executives.

Monitor team performance, SLAs, and customer satisfaction metrics.

Handle complex customer escalations and ensure timely resolution.

Provide coaching, feedback, and performance reviews.

Coordinate with internal teams and travel partners for smooth issue resolution.

Identify process improvements to enhance service quality.

Requirements

36 years of experience in Customer Support / Customer Service.

Prior experience managing a team (minimum 1 year preferred).

Strong leadership, communication, and problem-solving skills.

Experience handling escalations in a fast-paced environment.

Customer-first mindset with strong ownership and accountability.

Why Join Us?

Competitive salary with incentives.

Leadership growth opportunities.

Collaborative and fast-growing work environment.