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Travelzoo

Customer Service Manager

NA - USA - Customer Service – Chicago, Illinois
Department NA - USA - Customer Service
Employment Type EFTE-Employee Full Time Equivalent
Minimum Experience Mid-level

Travelzoo is a global media commerce company. With 25 offices and more than 28 million members in Asia Pacific, Europe and North America, we publish outstanding deals from over 2,000 travel, entertainment and local companies. A career at Travelzoo is more than a job -- it’s a calling. We love what we do and our team works hard to make an impact.. We love what we do and it shows -- our service team ensures our members are 100% Happy! 

Travelzoo is hiring a Customer Service Manager focused on member experience to join our award-winning service team supporting our members and business clients. You’ll work in partnership with our service delivery and operational managers to support our global hotel, travel and entertainment businesses. This role will work to pinpoint trends, communicate the learnings internally, and work across departments to implement solutions, ensuring our members and clients have a world-class experience. You’ll be front and center, driving a members’ first mindset across our business.  

This position is based in our Chicago office and will report to the Global Head of Customer Service.

Responsibilities include but are not limited to:

•Lead Voice of Customer program

•Analyze customer feedback obtained through various listening channels, recommend a course of action, and facilitate implementation of solutions 

•Manage customer satisfaction survey strategy (members and clients) 

•Systematic communication about value of member insights across organization

•Reputation management; optimize online reputation on key review sites

Requirements:

•Bachelor’s degree or equivalent

•5-7 years of experience in customer service, operations, or insights & analytics

•Ability to work collaboratively within and across teams 

•Excellent communication and relationship-building skills

•Ability to creatively problem solve, drive efficiency and innovate on the fly

•Expert knowledge of MS Office, experience with Power BI and Salesforce.com a plus

We offer:

• Competitive salary and benefits

• Medical, Vision and Dental

• 401(k) plan

• Entrepreneurial culture with global career development opportunities

• Travel perks, including an annual stipend and extra vacation days to experience Travelzoo’s deals

If you are a globally-minded professional who thrives in a collaborative environment and values a meaningful career, then we want to work with you!

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  • Location
    Chicago, Illinois
  • Department
    NA - USA - Customer Service
  • Employment Type
    EFTE-Employee Full Time Equivalent
  • Minimum Experience
    Mid-level
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