Customer Service Manager

Our Company:The team working at The Tour Guy is creating a user ecosystem that revolutionizes how travelers connect with destinations. We genuinely believe in the record of humanity and how learning about our cultures (good and bad) can improve us as individuals and bring us closer as a group. We achieve that through thoughtful and well-constructed travel experiences and powerful content.The RoleWe are looking for an experienced, high-energy Customer Service Manager based in Rome, Italy, reporting directly to the Director of Customer Experience, to lead our global support teams. This is a critical leadership role responsible for maintaining world-class service standards, mentoring our Travel Experts across the EU and internationally, and proactively protecting the brand's reputation through customer resolution, strategic review management, and process optimization.Key ResponsibilitiesTeam Leadership, Performance, and Process Ownership:Lead, mentor, and coach the global Customer Support team to drive high satisfaction ratings and efficiency metrics.Own the end-to-end recruitment, hiring, and comprehensive training cycle for all new Travel Experts in Italy.Drive team performance KPIs and maintain all core customer messaging, automations, tutorials, and Standard Operating Procedures (SOPs).Strategic Incident Management and Prevention:Directly manage complex, high-stress challenging customer service scenarios and operational disruptions.Conduct comprehensive root-cause analysis following incidents to identify systemic issues.Implement proactive structural changes across technology, logistics, and operations to prevent recurrence and ensure a consistently smooth customer journey.Brand Protection and Customer Loyalty:Serve as the primary custodian of the customer experience, managing the strategy for resolving all public feedback and critical incidents.Ensure every customer interaction upholds the brand's integrity and maximizes recovery efforts.Drive long-term customer loyalty and maintain positive external ratings.RequirementsLocation: Must be based in Rome, Italy, or have the ability to relocate.Experience: Minimum of 3 years managing a customer service team and handling high-stakes customer interactions.Leadership: Proven track record of mentoring staff and managing a team.Communication: Exceptional written and verbal English skills; ability to write clear, empathetic, and professional communication.Technical Proficiency: Comfortable using CRM systems, Customer Helpdesks, Microsoft Suite, and AI-driven tools.Analytical Mindset: Able to use data and metrics to drive team performance and improve service standards.Flexibility: Must be able to work one weekend day and selected holidays as required by operational demands.Why Join Us?You'll be working with a passionate team dedicated to making travel meaningful. If you are a natural leader who thrives in a fast-paced environment and enjoys the challenge of turning a negative experience into a win, we’d love to hear from you.Are you ready for your next professional adventure? Please apply directly through LinkedIn with a PDF English CV and an up-to-date profile. We can’t wait to hear from youAt The Tour Guy we offer equal opportunities. We are committed to treat all candidates equally based on their skills, achievements and experience regardless of their race, nationality, sex, age, disability, sexual orientation, gender identity or any other classification protected by law.