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 setting and handle multiple projects effectively

Exceptional leadership skills

Demonstrate confidence, good judgment, initiative, autonomy, and flexibility

Bilingual: French and English

Must be available to work in office (hybrid model)

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📌 Supervisor, Customer Support (18-Month Temporary Contract) (Quebec City)
🏢 Vacances Air Canada / Air Canada Vacations
📍 Quebec City