Manager, Customer Service

Job Description

Manager, Customer Service

Our client creates transformative live and digital experiences for Fortune 100 and emerging clients — from global incentive travel and conferences to experiential workshops and product launches.

As Manager, Customer Service, you will lead a high-performing team dedicated to delivering a premium, white-glove experience to event participants. This leadership role sits on the management team and plays a key part in shaping departmental strategy, optimizing resources, and driving innovation. You’ll oversee both the Group Air and Registration customer service teams, ensuring operational excellence through strong people leadership, process improvement, and cross-functional collaboration.

What You’ll Do

• Lead, coach, and grow a high-performing customer service team.
• Oversee workforce planning, utilization, and contractor management.
• Drive process improvement and ensure service quality through SOPs and SLAs.
• Champion technology adoption and pilot new tools.
• Partner with clients and internal stakeholders to resolve escalations and deliver seamless experiences.
• Design and deliver training, onboarding, and cross-training programs.

What You Bring

• 8+ years in customer service leadership (events, travel, or hospitality preferred).
• Proven ability to manage and scale teams.
• Strong background in resource planning, process design, and stakeholder engagement.
• Experience with registration platforms (Cvent) or GDS (Sabre) is an asset.
• A calm, strategic communicator who thrives in fast-paced, high-touch environments.

Why Join

• Competitive salary + benefits & bonus program
• Hybrid flexibility with in-office Wednesdays
• Paid time off (including winter closure & birthday off)
• Professional development & industry memberships
• Dog-friendly office, wellness stipend, team events, global travel opportunities