Team Lead - Customer Service

Requisition ID:  2103
Department:  Customer Service & Support
Work Type:  Hybrid
Application Close Date:  22nd April 2024

Intrepid Travel was born in 1989 with the simple mission to create positive change through the joy of travel.

More than 34 years later, we’re proud to be a certified B Corp with more than 1000 small group trips in over 120 countries. After all these years, we’ve stayed true to our mission, ensuring our adventures are good for the places we go, good for the communities we visit and good for our travellers. That’s why we carbon offset all our trips and support local communities but we’re not stopping there. We want to be the best travel company not just in the world, but for the world.

The world needs more Intrepid people: 


As the Team Lead of the Customer Service team, you will lead a team of customer service consultants who are responsible for providing great customer service and helping grow Intrepid! You will be responsible for supervising, managing, guiding and inspiring the team to perform at their optimum. You will be the primary contact person for all team members, so your communication skills must be excellent. You will create a cohesive team that works efficiently together to maximize the team's potential and will also be able to act proactively to ensure smooth team operations and effective collaboration.  


This is a full-time position based out of our office in Colombo, Sri Lanka. To provide the best experience to our people, this role would operate mostly out of our office with some work-from-home days.     


Some of the essential experience you’ll have include:  


  • Minimum 5 years’ experience in a Sales and Customer service environment  

  • 2+ years leadership experience in a customer service function preferred  

  • Travel industry experience preferred  

  • High level of accuracy, attention to detail and effective time management and prioritisation skills  

  • Personal and/or professional travel experience to our destinations  

  • Experience in working with systems and customer facing platforms will be an added advantage  


You’ll be a team player with the ability to work independently, effectively communicate and collaborate with colleagues in a multicultural, global and fast-paced environment. You will have an open mind and a desire to always look for ways to improve the skills and techniques. Most importantly, you’ll ensure every day you approach work by sharing in Intrepid’s core values of integrity, innovation, fun, passion, growth, and responsibility.      


A bit about our people:

Our team reflects the diversity of our customers and the communities we visit. Our team is made up of 58 nationalities across 46 countries, and Intrepid recognises that diversity makes us a stronger business. With a commitment to breaking down barriers, we support a culture where people can be themselves. We encourage applications from people of all backgrounds, including First Nations People, LGBTQI+ people, people living with a disability, people from previously disadvantaged backgrounds, and people from different ethnicities, races, and religions. 

Work perks:

  • We offer flexible work options, including work-from-home, and work from anywhere in the world for up to 4 weeks a year
  • Employees receive a free Intrepid trip every year! As well as generous discounts available for families, and close friends
  • 5 extra days of leave annually, for use when travelling on an Intrepid trip
  • Our global leave benefits are aimed at supporting gender equity, so we offer a minimum of 10 weeks of paid parental leave for all parents, and other additional leave provisions. 
  • Access to incredible e-learning platforms, and professional development via our Elevate Mentor program
  • We provide an Employee Assistance Program, a 24/7 service that offers counselling for you and your family
  • We want to support the causes that are important to you, that’s why we offer 20 hours of volunteer leave every year.

If you’re here to inspire, create, share, and lead in what you do, we want to hear from you. We encourage you to submit your application as soon as possible – we may close advertising early if the right person is identified.