Senior Support Manager

Manage 60–80 B2B booking modification requests daily while consistently meeting SLA targets and ensuring a high level of service quality. Resolve service- and booking-related issues by analyzing customer concerns and providing effective, customer-focused solutions. Communicate with hotels, suppliers, and business partners to coordinate reservation changes and resolve complex cases. Deliver accurate product and service information, ensuring a high level of B2B customer satisfaction. Maintain accurate CRM records and booking documentation, ensuring data quality and compliance with internal processes. Collaborate with cross-functional teams to resolve escalated issues and improve the overall customer experience. Maintain a 99.02% quality score in internal support audits by consistently following company standards and quality guidelines. Support the onboarding and training of 5+ new team members by sharing best practices and assisting with knowledge transfer. Monitor customer feedback to identify opportunities for continuous service improvement.