Servicing Travel Advisor Lead

Help shape travel experiences that matter. In this role, you’ll lead a team that supports travelers and clients with accuracy, urgency, and care. You’ll coach performance, improve day-to-day operations, and resolve complex travel issues. Join us to build a high-performing service culture and elevate the client experience.

As a Servicing travel advisor lead in Chase Travel, you will guide advisors to deliver high-quality travel support and consistently positive client experiences. You’ll use coaching, quality monitoring, and performance insights to strengthen service delivery. You’ll partner across teams to streamline processes and resolve escalations efficiently.

Job responsibilities
• Monitor service quality through call and email reviews, scorecards, and complaint tracking to identify trends and drive continuous improvement.
• Coach advisors through targeted feedback, mentoring, and one-on-one performance conversations.
• Develop and maintain account-specific training and reference materials aligned to client requirements.
• Oversee workforce management activities, including timecard validation, schedule coordination, and time-off approvals to support service coverage.
• Build and maintain professional client relationships by assessing needs and providing tailored travel solutions.
• Coordinate cross-functional communication to streamline support workflows and improve operational efficiency.
• Partner with account management on strategy discussions, new-account implementation calls, and recurring client meetings to align on service objectives.
• Improve servicing processes by identifying opportunities to simplify workflows and implement productivity-focused enhancements.
• Ensure advisors use travel management technology tools effectively to support booking accuracy and traveler experience.
• Resolve complex travel-related escalations by applying policy knowledge and securing timely, effective outcomes.
• Support hiring and onboarding activities to strengthen team capability and readiness.

Required qualifications, capabilities, and skills
• 3 years of experience in corporate travel servicing, travel management, or travel agency operations.
• 1 year of experience leading, coaching, or mentoring team members in a service environment.
• Proficiency using Sabre (GDS) and travel booking, ticketing, and itinerary management tools.
• Experience managing client relationships, including handling service concerns and escalations.
• Strong analytical and problem-solving skills to evaluate complex travel scenarios and determine effective resolutions.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills to communicate clearly and professionally with internal teams and clients.

Preferred qualifications, capabilities, and skills

- Experience supporting VIP, complex multi-leg, or group travel arrangements.
- Experience designing training content and running quality calibration or coaching routines.
- Experience with workforce management processes such as scheduling and timekeeping in a contact center or service setting.
- Familiarity with travel policy compliance and traveler duty-of-care considerations.
- Experience partnering with implementation or account teams to support client onboarding and service enhancements
- Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.