Team Lead - Customer Service

Requisition ID: 2605

Department: Customer Service & Support

Work Type: Hybrid

Application Close Date: 27th January 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:

As a Team Lead – Customer Service, you’ll lead a team of customer service consultants responsible for providing great customer service to enhance our business. You’ll supervise, manage, guide and inspire the team to maximize their potential. With your customer service expertise, you’ll optimize our live chat service and review customer feedback, ensuring that our service is always exceptional!

In this role, you’ll be the primary contact person for all team members, taking initiative and ensuring excellent cohesion. You’ll also handle operational work such as team trainings, performance reviews and engagement activities. By being proactive, you’ll enable smooth operations and effective collaboration across your team!

This is a full-time permanent position, where you will work in our office in Colombo, Sri Lanka (hybrid). Some flexibility in work hours would be required due to the operational nature of the role.

Some of the experience you’ll bring with you may include:

Minimum 5 years' experience in a Sales & Customer Service operation, including 2+ years leadership experience in a customer service function

Great time management and prioritisation skills

Excellent communication, public speaking and presentation skills

Prior experience with reporting using tools such as Excel/ Power BI will be an added advantage

High level of accuracy with experience in customer facing platforms

You’ll also be an amazing team player, collaborating with colleagues in a multicultural environment!

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 »