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Customer Service Manager

Requisition ID:  3326
Department:  Customer Service & Support
Work Type:  Hybrid
Application Close Date:  30th January 2026

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. 

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. 

We are Intrepid

We are Intrepid
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. 
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 71 nationalities in over 30 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 arrangements, work-from-home 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 trips 
  • 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.

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

Intrepid is made up of 71 nationalities in over 30 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 arrangements, work-from-home 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 trips 
  • 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.

We aim to ensure diversity, equity, and inclusion stay part of our recruitment process. If you require any reasonable adjustment to participate in the recruitment process, please contact us at careersupport@intrepidtravel.com with your name, location, and the adjustments you require, we will then be in touch to support your application.

We aim to ensure diversity, equity, and inclusion stay part of our recruitment process. If you require any reasonable adjustment to participate in the recruitment process, please contact us at careersupport@intrepidtravel.com with your name, location, and the adjustments you require, we will then be in touch to support your application.
Application Close Date:  30th January 2026

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