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Open nowFirst seen 5 hours ago

XTN-702D152 | RESPONSE OPERATIONS LEAD

KMC Solutions Inc1,598 open roles

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Your applicationOpen nowXTN-702D152 | RESPONSE OPERATIONS LEADKMC Solutions Inc

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. KMC Solutions Inc postings stay open a median of 3 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 5 hours ago

KMC Solutions Inc median: 3 days open

The posting

The Response Operations Lead ensures seamless 24/7 luxury client support, managing The Pulse for Voyager members and Client Services for Explorer & non-members. Designed to complement the DUO (Client Advisor & Travel Designer), The Pulse ensures that help is always available when the primary team is offline. Whether managing last-minute cancellations, resolving hotel issues, or handling urgent itinerary changes, The Pulse delivers immediate and personalized assistance, reinforcing Lartisien’s promise of seamless luxury travel. This role requires quick decision-making, problem-solving, and expertise in high-stakes client interactions, using Salesforce OmniChannel & extranets for real-time solutions.

  • Health Insurance/HMO
  • Enjoy unlimited MadMax Coffee
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

Responsibilities 1. Hands-On Pulse Execution The Supervisor remains operationally active and participates in: • Handling urgent requests, cancellations, and modifications • Managing in-stay issues and complaint recovery • Handling refund and credit cases • Communicating with clients via WhatsApp, email, and phone • Using Salesforce Omni-Channel and extranet tools for real-time solutions The Supervisor maintains operational credibility through direct case involvement. 2. 24/7 Shift Oversight and Continuity • Ensure structured shift handovers with clear case visibility • Maintain discipline in follow-ups and case closure • Monitor SLA compliance across all channels • Identify workload imbalances and intervene proactively • Support duty roster planning and shift balancing The Supervisor ensures that no service degradation occurs between shifts. 3. First-Level Escalation Authority The Supervisor acts as the first escalation layer for: • Any Voyager-related matter • In-stay complaints • Benefit failures • High-value cancellations • Refund or credit disputes • VIC disruptions • Sensitive service recovery cases Escalation to the Director occurs only in cases involving: • High financial exposure • Strategic partnership risk • Reputational risk • Policy decision requirements 4. Coaching and Onboarding • Lead structured onboarding for new Response Team members • Conduct regular case reviews and coaching sessions • Deliver training on: • Crisis communication • Luxury reassurance tone • Complaint recovery standards • Escalation matrix discipline • Concierge boundaries • Reinforce emotional intelligence and decision discipline The Supervisor ensures coaching is consistent, documented, and improvement-focused. 5. Policy Compliance and Quality Governance • Enforce escalation matrix and SOP adherence • Ensure correct application of: • Refund and credit handling procedures • Partnerships loop protocol • Membership boundary rules • Concierge limitations • Prevent policy drift and inconsistent case handling 6. Mistake Documentation and Improvement Tracking The Supervisor must maintain structured documentation of: • SLA misses • Tone inconsistencies • Escalation errors • Process violations • Repeated service failures For each documented case: • Nature of issue • Root cause • Impact assessment • Corrective coaching delivered • Preventive action • Follow-up date Documentation must be factual, constructive, and improvement-oriented. 7. Reporting and Partnerships Coordination • Contribute to monthly reporting on: • Hotel complaints per property • Benefits not honored • Refund and credit disputes • Escalate recurring hotel performance issues to Partnerships with structured data • Ensure complaints are framed professionally and solution-focuse

To apply, you must be an expert on the following requirements:

  • 5+ years in luxury travel, hospitality, or high-end client services.
  • Expert in crisis resolution, high-pressure decision-making, and client satisfaction.
  • Expertise in handling ultra-luxury clientele and complex service requests.
  • Salesforce knowledge is an advantage.
  • Fluent in English (French or other languages preferred).
  • Availability for shift-based 24/7 support, including weekends and holidays.
  • Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
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