Customer Support Manager

Job Title: Customer Support Manager

Location: Islamabad (On Site)

Reports to: Head of Operations / Director of Customer Experience
Department: Customer Support & SuccessAbout Nobl Travel

Nobl Travel is redefining the travel experience through curated itineraries, personalized service, and seamless end-to-end travel support. We believe every journey should feel effortless, memorable, and inspiring — and our customer support team is at the heart of delivering that promise.

Role Overview
The Customer Support Manager will lead Nobl Travel’s customer service operations, ensuring that every client interaction — from pre-booking inquiries to post-trip follow-up — is handled with warmth, precision, and efficiency. You will manage a growing team of support specialists, implement service excellence standards, and ensure that customer feedback directly shapes our products and processes.

Key Responsibilities Leadership & Team Management

• Lead, coach, and mentor a team of customer support representatives to deliver exceptional service.
• Create training materials, onboarding processes, and service guidelines aligned with Nobl Travel’s brand values.
• Conduct regular performance reviews and set clear KPIs for response time, satisfaction scores, and issue resolution.

Customer Experience Excellence

• Oversee all inbound and outbound customer communications via phone, email, chat, and social channels.
• Implement proactive customer engagement strategies to reduce issues before they arise.
• Handle escalated customer concerns with empathy, authority, and creative problem-solving.

Operational Excellence

• Develop and maintain support workflows, escalation protocols, and service-level agreements (SLAs).
• Monitor team performance using data-driven metrics (e.g., CSAT, NPS, first-response time, resolution time).
• Collaborate with operations, product, and marketing teams to ensure customer insights inform decision-making.

Technology & Tools

• Manage and optimise CRM and help desk tools to streamline customer interactions.
• Leverage automation where possible to improve efficiency without compromising personalisation.
• Ensure data privacy and compliance in all customer communications.

Qualifications & Skills

• Experience: 5+ years in customer support roles, with at least 2 years in a managerial position (travel, hospitality, or luxury services experience preferred).
• Leadership: Proven ability to motivate and develop high-performing teams.
• Customer-Centric Mindset: Passion for delivering white-glove service and anticipating customer needs.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong conflict resolution skills and ability to think creatively under pressure.
• Tech-Savvy: Proficiency with CRM systems (e.g., Rich Panel, HubSpot, Shopify, Ship Hero) and familiarity with ticketing and chat platforms.
• Adaptability: Comfort with a fast-paced, evolving environment.

Why Join Nobl Travel

• Be part of a mission-driven company transforming the travel experience.
• Work in a dynamic, collaborative, and creative environment.
• Competitive salary, benefits, and travel perks.
• Opportunities for growth as the company expands globally.

Application Instructions:
Please submit your resume along with a brief cover letter explaining how you would elevate the Nobl Travel customer experience.

Job Type: Full-time

Work Location: In person