Customer Support Supervisor

About the role

ATI Business Group is looking for a Customer Support Supervisor to lead a team of agents handling live chats, emails and voice interactions related to travel reservations. You will ensure high‑quality service, accurate itinerary processing and smooth collaboration across departments.

Key responsibilities

• Supervise and support a team managing multiple live chats from retail agents about travel bookings.
• Oversee email, chat and voice communications with suppliers.
• Ensure accurate processing and confirmation of client travel itineraries.
• Monitor service quality, KPIs and SLAs, taking corrective actions when needed.
• Provide coaching, mentoring and performance feedback to team members.
• Identify workflow or system issues and escalate them to stakeholders.
• Collaborate with other departments to maintain seamless operations.
• Generate periodic reports on team performance, productivity and incident management.

Required profile

• Proven supervisory or team‑leader experience, preferably in travel, BPO or customer service.
• Minimum 3 years of customer service experience.
• Excellent written and spoken English communication skills.
• Strong analytical and logical thinking with high attention to detail.
• Flexibility to work varied hours to meet business needs.
• Ability to multitask in a fast‑paced environment handling chats, emails and calls simultaneously.

Required skills

What we offer

• Opportunity to work in a global travel‑focused company with over 1,300 employees.
• Dynamic team environment with clear pathways for professional growth.