Customer Support Supervisor

Customer Support Supervisor

Lead a team responsible for serving as Amadeus product users' point of contact and ensure timely resolution of reported product utilization difficulties.

This is a hybrid role and would require you to be in our San Jose, Costa Rica office 2-3 days a week.

In this role you'll:

• Supervise and support direct reports, fostering collaboration and engagement.
• Coach and mentor team members; address performance or personnel issues.
• Support training and development initiatives.
• Coordinate and supervise the daily activities of a team of non-differentiated roles such as clerks, operators, technicians, clerical staff or similar.
• Sets priorities, coordinates and allocates work/resources on the team, but do not have full managerial accountability (hiring, firing or promoting). Trains team members and provides input to performance evaluations, resource planning and policy development.
• Plan, assign, and track team workloads and productivity.
• Report on performance metrics and customer satisfaction trends.
• Ensure adherence to case handling procedures and quality standards.
• Monitor and manage case escalations and unresolved issues.
• Identify and drive process improvements within the support function.
• Analyze and correct problems received from Amadeus product users according to agreed service levels.
• Respond to customer requests for information concerning system functionalities, system status, down time, procedures, installations, set-up, error messages and general services.
• Relay requests outside of the scope of team competencies to appropriate groups for assistance and follow-up.
• Provide customer relationship management services.
• Maintain problem tracking records and work orders.
• Coordinate new customer implementation and modifications affecting existing customers.
• Process ad-hoc end user maintenance database updates according to procedures and schedules.
• Contribute to internal documentation and support tools.

About the ideal candidate:

• 3+ years in a customer support, technical support, or help desk environment, with at least 1 year in a supervisory or team lead capacity.
• Strong leadership and coaching skills, with experience managing and developing team members.
• Exceptional communication and interpersonal skills.
• Proven ability to manage escalations and drive resolution in a high-pressure environment.

Working at Amadeus, you will find:

• A critical mission and purpose
• A truly global DNA
• Great opportunities to learn
• A caring environment
• A complete rewards offer
• A flexible working model
• A diverse and inclusive community
• A reliable company

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.