The Customer Support Supervisor is responsible for leading a team that supports reservation and customer service operations by carrying out activities related to customer service and/or the reservation process. This role assists travel agents and guides customers through personalized support to help them find solutions to involuntary changes affecting their reservations.

WHAT YOU'LL BE DOING

- Provide guidance and assistance to direct reports, travel agents, customers, and other departments, and resolve issues accurately and in a timely manner.
- Ensure that procedures are kept up to date to support the effective resolution of these issues.
- Ensure that schedule changes, air, cruise and land modifications are communicated within 48 hours.
- Assist in conducting all relevant research regarding the severity of an issue.
- Ability to make decisions with a solid understanding of financial impacts.
- Conduct ongoing monitoring and coaching sessions to ensure a high level of customer service and professionalism is consistently delivered and maintained at all times through telephone and email communications.
- Develop, recommend, and implement policies and procedures to ensure optimal efficiency in assigned responsibilities.
- Assist in the preparation and monitoring of reports,



such as daily reports related to department’s tasks.
- Supervise, support staff, including performance evaluations, hiring, workforce planning, employee development, coaching, and disciplinary actions.
- Develop and motivate an effective call center team.
- Ensure training needs are met and that the department manual (policies and procedures) is maintained and kept up to date.
- Ensure established guidelines and parameters are followed when making decisions.
- Build and maintain strong relationships with travel agents, suppliers, employees, and all other internal departments.
- Perform any other related duties as assigned.

WHAT YOU BRING TO THE TEAM

- College diploma in Tourism and / or management
- Minimum of 3 years’ experience in the industry
- Excellent knowledge of ARD Web and TTS
- Knowledge of Word, Excel, PowerPoint and Outlook
- Excellent communication, interpersonal & organizational abilities.
- Ability to work in a fast-paced, demanding environment and handle multiple projects effectively
- Exceptional leadership skills
- Demonstrate confidence, valuable judgment, initiative, autonomy, and flexibility
- Bilingual: French and English
- Must be available to work in office (hybrid model)

📌 Supervisor, Customer Support (Montreal)
🏢 Vacances Air Canada / Air Canada Vacations
📍 Montreal