client experience team lead

CLIENT EXPERIENCE TEAM LEAD

Job Type: Full Time

Location: Hybrid 

Reporting to: Director of Customer Experience

Job purpose:

At Goway our mission is to be the best company to travel with; for our guests, for our trade partners, and for our team. The Client Experience Lead plays a vital role in delivering that promise.

This role is designed for a leader who is passionate about putting customers first, ensuring a seamless travel journey, and inspiring our Customer Experience team to consistently exceed expectations. As a shift lead in a 24-hour service environment, you will oversee daily operations, mentor agents, manage case assignments, and ensure exceptional service delivery across all touchpoints.

What will be your key responsibilities?

1.     Lead Daily Operations: Supervise Customer Experience Agents during assigned shifts, ensuring service levels and performance targets are met in a 24/7 environment.

2.     Customer First Mindset: Champion a culture of empathy, accountability, and proactive support for both B2C guests and B2B travel agent partners.

3.     Case Management: Oversee assignment and resolution of service cases in Salesforce

4.     System Expertise: Provide guidance on the use of Salesforce, Genesys, Tourplan, Amadeus, iVector, and related tools to ensure accurate handling of bookings and customer records.

5.     Escalation Handling: Act as first point of contact for escalations within your shift, ensuring quick resolution and excellent communication with guests and trade partners.

6.     Mentorship & Coaching: Support ongoing training and professional development of Customer Experience Agents; provide real-time coaching and feedback.

7.     Collaboration: Work closely with Destination Specialists, Air & Operations Managers, Sales Performance Managers and other departments and vendors to ensure consistent quality of service.

8.     Continuous Improvement: Identify process gaps and suggest improvements to enhance efficiency, reduce errors, and improve customer satisfaction.

9.     Performance Monitoring: Track KPIs (response times, resolution rates, CSAT, NPS) and ensure adherence to company standards.

What are we looking for?

• Minimum 3+ years of experience in customer service or operations within the travel or hospitality industry.
• Previous team leader or supervisory experience in a call centre, travel agency, or tour operator environment.
• Strong knowledge of Salesforce Service Cloud, Genesys, Tourplan, Amadeus, iVector, and/or other travel booking platforms.
• Excellent communication skills — written and verbal — with the ability to de-escalate issues and build rapport.
• Proven ability to work under pressure in a fast-paced, 24/7 environment.
• Strong problem-solving skills with a customer-first mindset.
• Ability to coach, mentor, and motivate team members to deliver their best.
• Flexibility to work varying shifts (days, evenings, overnights, weekends, holidays).

What can you expect from Goway?

Imagine working for a company where your career feels like an adventure. At Goway, you'll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
• Our commitment to professional growth means you'll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• Travel is in our DNA, so you'll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you'll collaborate across cultures and shape a career path that reflects your ambitions.
• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant's interest. Please be advised that only those selected for an interview will be contacted.

How to Apply:

If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

Recruitment scams & fraud warning:

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more