Customer Service Manager

Requisition ID: 2964

Department: Customer Service & Support

Work Type: Hybrid

Application Close Date: 22nd April 2025

At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever – for both people and the planet. More than 34 years later, we’re proud to be a certified B Corp with hundreds of trips in over 100 countries.

The world needs more Intrepid people:

Intrepid travellers are curious, connected and conscious. Our customers, like us, want to make a positive impact on the world. They expect incredible service and we want to deliver that– every single time.

As our Customer Service Manager, you’ll lead a high-performing team that ensures every customer interaction is prompt and supportive. Reporting to the Head of Customer Service & Support, you’ll set the tone for a customer-centric culture, empowering your team to achieve KPIs, surpass targets and continuously improve.

With your leadership and data analysis skills, you’ll drive operational efficiency, performance improvement and exceptional customer experiences. You’ll enhance our service delivery by tracking performance and establishing best practices. You’ll also collaborate across departments to ensure customer feedback translates into actioned improvements.

From coaching your team to implementing new initiatives, you’ll make sure our customer service is not just good, but truly world-class!

This is a full-time permanent position, operating in a hybrid capacity out of our office in Colombo, Sri Lanka. Our teams work on a rostered basis, covering 24-7 sales and service globally, therefore flexibility to work weekends and shifts is essential.

Some of the experience you’ll bring may include:

5 years' experience in customer service, including 3 years in a leadership role.

Previous team management experience, including training, coaching, and performance development.

Proven track record of driving operational improvements and meeting KPIs.

Strong data analysis and reporting skills

Great understanding of customer service processes across multiple channels (phone, email, live chat)

Excellent communication skills, with the ability to engage teams and customers.

Our people reflect the diversity of our customers and the communities we visit:

Intrepid is made up of 58 nationalities across 46 countries, and we recognise that diversity makes us a stronger business. We support a culture where people can be themselves and encourage applications from people of all backgrounds. Including First Nations People, LGBTQI+ people, those living with a disability, or from disadvantaged backgrounds, and all people from different ethnicities, races, and religions.

Rewarding and developing our people is important to us, some of our work perks include:

Flexible work options, such as work-from-home options and the ability to 'work from anywhere' 4 weeks a year
A free Intrepid trip every year, plus generous discounts for families, and close friends
5 extra days of leave a year for use on Intrepid trip's
A minimum of 10 weeks paid parental leave for all parents, and other additional leave provisions.
Access to e-learning platforms, professional development and mentor programs
20 hours of volunteer leave every year to use on causes most important to you
Employee Assistance Program, a 24/7 service that offers counselling for you and your family

We are Real. Together. Ambitious. Impactful. These are our values and to us they're more than just words, they are the pillars of our success and every day it's our people and the work they do that bring them to life.

At Intrepid ensuring diversity, equity, and inclusion is an important part of our recruitment process. If you require a reasonable accommodation to submit your application, please email careersupport@intrepidtravel.com with your name, location, and the accommodations you need, we will then be in touch to support your application.

Apply now »