Senior Customer Support Improvement

Job Title

Summary

As the Customer Support Improvement Senior Specialist you will be responsible for managing continuous support services improvements to meet customer and/or market demands. You will identify, formalize, and improve business processes by mapping workflows, measuring key performance indicators, and promoting tools and techniques that enhance efficiency and performance. Lead a culture of continuous improvement and knowledge sharing through process-based management, performance measurement, quality audits, and targeted training initiatives.

Key Responsibilities

• Manage the workforce planning tools that are used by the L1 and L2 support organization to plan, schedule and forecast staff needs to maintain operational coverage and meet service level target and commitments;
• Manage customer support improvement tasks to ensure the successful operation of the L1 and L2 support organizations, including Agent QA, Customer Feedback Analysis, Support Tool management, Case Postmortem, Incident Notification process, Case escalation processing;
• Analyze customer support data (customer support performance reporting, customer satisfaction reporting, stakeholder feedback and other sources) and identify and implement improvement actions to increase the efficiency and improve the quality of the L1 and L2 support organizations;
• Ad hoc service improvement or operational projects as directed by department head

About the ideal candidate:

• Degree in business administration, operations management, engineering, IT or a related field;
• 7 - 8 years demonstrated experience in a Customer Service/Technical Support/IT Support Environment or equivalent experience, with a problem solving and quality focus;
• Experience in customer support operations or service desk environments, ideally with exposure to both incident management and quality assurance processes;
• Hands-on experience with ticketing systems, audit procedures, and performance reporting (such as producing scorecards and KPI metrics);
• Familiarity with supporting or coordinating solution deployments, including communication and follow-up on process improvements;
• Prior involvement in conducting or assisting with internal audits, compliance checks, or quality reviews;
• Experience working under moderate supervision, following established methodologies, and adapting to new assignments or process changes;
• Any specialized certifications (e.g., ITIL, ISO, or similar) or job-related training in customer support, quality management, or audit processes is a strong advantage.
• Hospitality industry knowledge will be preferred;
• Strong customer service, problem solving, time management and team building skills.
• Highly motivated with demonstrated ability to work in both a team environment and independently.
• Willing and able to work flexible hours, including weekends, as part of a rotating shift schedule to support our Global Customer base

What we can offer you:

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.