Founded in 2017, TripArc is a privately held software company that powers the top Travel Agencies and Tour Operators in North America. Our expansive and growing network of suppliers enables our clients seamless real time access to a comprehensive range of travel options and services globally with over $750 million worth of transactions managed through our platform annually - all at the industry’s best rates for travelers and rates of return for travel advisors and tour operators.

Our industry leading platforms address the current challenges the travel industry is facing because of the pandemic and offers solutions in technology, purchasing, finance and marketing. We deliver solutions to travel professionals in the most effective way possible based on our deep experience with two leading brands in the luxury travel space – Kensington Tours and Travel Edge – we have real insight into the needs of tour operators and travel agencies today.

TripArc’s goals are simple. To make our distribution network of over 1400 travel entities and our network of suppliers and agents more profitable, efficient and help them create truly unique travel for their clients. The travel industry was impacted by the pandemic, but as leaders in the industry, our turnaround has been significant and is gaining momentum. With the pent-up demand we are already seeing, we are here to help our clients make the most of it.

We are looking for a talented and resourceful person who can bring their drive and positive energy to our team. In this role, your core mandate will be to develop and oversee an after-hours customer support desk serving both our clients and their travel clients in the tours, corporate travel, and leisure travel industries.  

The ideal candidate is familiar with support services in a luxury travel environment and has experience hiring, developing, and incentivising high-performing teams in fast-paced call center or booking desk environment. The candidate is at home with upscale clientele and environments where responsiveness, problem solving and quality/NPS management are key, and has experience building operational guidelines, KPIs and well articulated SLAs to deliver on service expectations.  

As “Process Builder”, the candidate can transition between high-level vision, and detail-oriented execution and has had success at translating business vision into action for growth. Industry experience with luxury and bespoke travel product and their associated markets are an asset and the candidate will possess an entrepreneurial skill set and will enjoy a high degree of autonomy to build a center of excellence. 

Essential Job Functions: 

• Engagement, leadership, and development of a small but growing team of high performing Customer Support Consultants and Leads within a dynamic environment  

• Achieve operational objectives by developing, implementing, and managing ongoing training programs and standard operating procedures that enable staff to achieve their potential and drive productivity, quality, employee engagement, satisfaction, and retention results  

• Collaborate closely with business division heads to architect, implement and enforce process conformance, clear escalation paths and customer service standards. 

• Define and oversee incentive programs that motivate the team to achieve their SLA targets. 

• Lead and develop the team by training, motivating, coaching, and managing performance while creating and maintaining a team environment and driving company culture and values. 

• Ensure the team has the skills, techniques, tools, and processes in place to exceed customer expectations. Monitor staffing levels to ensure appropriate coverage and participate in the recruitment of new hires to the team. 

• Conduct regular Team Leads huddles (calls) to efficiently share information and improve overall team dynamics. 

• Serve as an escalation point of contact in matters where additional customer service or intervention is required. 

• Collaborate with direct manager on developing financial data/statements and utilize them to improve profitability. Contribute towards the achievement of the company’s strategic and operational objectives. 

• Minimum 10 years experience within the Travel Industry and at least 5 years in call center environment, preferably for an air desk style service. 

• Minimum 5 years of managing a team or department. 

• Maturity and leadership to deal with complex situations and lead cross functional teams. 

• Superior Interpersonal skills at all company levels, including the ability to deliver feedback, recommend and implement change and motivate others. 

• Proven ability to coach, mentor, provide feedback, and develop people through monthly performance reviews. 

• Strong customer service experience including complaint resolution from escalated situations. 

• Advanced Microsoft Office skills. Exceptional oral and written communication skills.  

• The ability to multi-task and be organized in a fast-paced environment. Exceptional attention to detail. 

• Unquestionable integrity, high energy, and a sense of urgency; embraces change.  

• A results-driven and forward-looking perspective; holds self and others accountable. 

Cultural Fit

• Thrives working in a technology and KPI driven organization.
• Able to thrive in an entrepreneurial environment.
• Highly functional in a fast paced, constantly changing workplace - building plans through iterations from learning on what’s working and not working.
• Ability to build trust and work through conflict both upwards and downward.

We know that our success is dependent on the people who join our team, which is why we recruit the best. Our team is made up of owners; people who are smart, low ego, and who are accountable for their results.  We all play a part in the success of the company and are proud of what we do.

TripArc is a leading travel technology services provider, delivering solutions to streamline management and distribution of travel products and services for thousands of Travel Suppliers, Travel Agencies and Tour Operators across the world.  TripArc’s service offering is the operational backbone to our wholly owned business divisions. Our innovative technology solutions provide the CRM, inventory management and POS systems powering our sales divisions in the luxury leisure, corporate, and tours verticals. TripArc is a great place to work and grow; fueled by excellent people. 

We thank all candidates for their interest however only those selected for an interview will be contacted.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.