Customer Service Manager — Corporate Travel | Brooklyn, NY

Compensation: $75,000–$80,000 base

Our client is an established corporate travel management company in Brooklyn hiring a Customer Service Manager to run its booking operation. You’ll lead a team of about 30 booking agents based in the Philippines and own everything between a traveler’s request and a confirmed itinerary — speed, accuracy, and follow-through. If you’ve run a service team by the numbers and know how to keep quality high when volume spikes, this is your seat.

What You’ll Do

• Oversee daily travel requests so bookings, changes, and cancellations are handled promptly and accurately
• Manage a ~30-person booking team in the Philippines — workloads, coverage, training, and performance
• Handle escalations and complex traveler issues personally when they need a senior hand
• Ensure agents follow each client’s travel policy, traveler preferences, and service standards
• Monitor response times, booking accuracy, follow-through, and service quality — and act on what the numbers show
• Build and tighten SOPs, training, and QA so quality stays consistent as the business grows
• Partner with account management to flag service trends and fix recurring client issues

What We’re Looking For

Must Have

• 3+ years managing a customer service, operations, or booking team, including people management responsibility
• Experience leading remote or offshore teams across time zones
• Track record running a team against service metrics — response time, accuracy, QA, SLAs
• Calm under pressure, with sound judgment on escalations
• Clear, direct communicator who holds people accountable

Nice to Have

• Corporate travel, TMC, airline, or hospitality experience
• Familiarity with GDS platforms (Sabre, Amadeus, Travelport)
• Experience managing Philippines-based or BPO teams
• Background with ticketing, workforce management, or QA tools

Why Join

• Real leadership scope — a 30-person team from day one
• Own the service engine of an established, growing company
• Your impact shows up directly in client satisfaction and retention
• Experienced team in a specialized niche