Customer Support Supervisor

Job Title

Customer Support Supervisor

Amadeus Hospitality is seeking a highly motivated and experienced Customer Support Supervisor to lead a team of support professionals responsible for delivering technical support, troubleshooting, and exceptional customer service for our suite of hospitality products. This role is instrumental in ensuring a seamless and positive customer experience through proactive leadership, efficient case management, and operational excellence.

The ideal candidate brings a blend of people management, technical aptitude, process improvement, and cross-functional collaboration to support Amadeus’s customer-first vision in a global, fast-paced environment.

Key Responsibilities

Team Leadership & Development

• Supervise and support direct reports, fostering collaboration and engagement.
• Coach and mentor team members; address performance or personnel issues.
• Support training and development initiatives.

Operational Oversight

• 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.

Administrative Management

• Plan, assign, and track team workloads and productivity.
• Report on performance metrics and customer satisfaction trends.

Technical Aptitude

• Maintain a working knowledge of Amadeus Hospitality products and integrations.
• Provide subject matter expertise during complex troubleshooting or escalations.

Required Qualifications

• 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.

Preferred Qualifications

• Proven ability to manage escalations and drive resolution in a high-pressure environment.
• Experience in the hospitality technology industry or with Amadeus Hospitality products.
• Familiarity with global support operations and remote team management.
• ITIL Foundation certification or equivalent process improvement experience.

Application Process:

• The application process takes no longer than 10 minutes!
• Create your candidate profile, upload your Resume/CV and apply today!

Working at Amadeus, you will find

🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

#Li-Am2024

Diversity & Inclusion

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.