Supervisor, Special Services (English Speaking)

Are you an experienced Customer Service people manager and enthusiastic about the hospitality industry? Do you have experience in Salesforce Service Console or a similar omni-channel servicing platform? As Supervisor, Special Services (English Speaking) you will join LHW’s Global Servicing Team to lead the day-to-day management of our Customer Care team, focused on customer satisfaction and retention through exceptional issue management. You will collaborate with colleagues across the globe to develop a high-performance team focused on the best customer experience for LHW customers.
This is a full-time position located in Sao Paulo, Brazil. We offer flexible workplace policies that can accommodate candidates who are comfortable working in the office at least 2 days a week.

Key Goals & Objectives:

1. Performance: Develop, Monitor and Achieve operational KPI targets for you and your team, including, but not limited to: first response time, case closure time, and NPS/CSAT score, etc., focused on customer satisfaction and operational efficiency.
2. Collaboration: Join your team on a regular basis handling customer requests when additional assistance is needed (high volume, high response times, escalation management).
3. Team Management: Ensure your direct reports consistently understand and execute company and department strategy, tactics, operational guidelines, and procedures, as well as embody LHW’s core values, culture, and vision.
4. Relationships: Work closely with the Global Servicing Managers, your peers worldwide, your direct reports, and other key stakeholders to fulfill the job’s purpose and deliver on required standards.
5. Excellence: Achieve subject matter expertise across LHW Programs (Loyalty for B2B and B2C customers), Hotel product, and operational systems as point of escalation and resolution for issue management across stakeholders.

Responsibilities:

1. In English, handle customer emails, cases, and chat messages in an omni-channel framework, servicing current and potential clients and our member hotels in a timely and professional manner.
2. Present features, benefits, and key differentiators of the LHW brand, LHW programs, and our member hotels during interactions with customers, leveraging skills and relationships to diffuse concerns and overcome obstacles.
3. Maintain effective follow-up processes for pending requests and offer efficient expectation management throughout all interactions with internal and external customers.
4. Maintain sound understanding and adherence to all LHW policies and procedures, both individually and collectively by the assigned team, such as commitment to safe handling of sensitive information and data and compliance with security guidelines.
5. Verify and interpret data on member hotels, guests, and reservations, such as rate policies, room descriptions, membership status, policy compliance, and research all necessary additional details through online platforms: Central Reservations System, Salesforce Service Console, and other tools.
6. Critically analyze intricate scenarios and present solutions to complex issues, soundly determining the appropriate next steps, and independently assessing when escalations are needed, while being ready to engage with difficult situations and challenging circumstances.
7. Coach, guide, and supervise a small multicultural and hybrid team – remote and local –, ensuring they deliver on required company and department standards, goals, and guidelines.
8. Function as subject matter expert on LHW programs and product as reference to outsourced reservations team.
9. Perform routine managerial functions related to HR and administrative matters concerning your direct reports, as well as actively provide relevant feedback on performance.
10. Run, maintain, and update reporting on department KPIs, interpret and present results to broader team, and implement necessary actions to drive meaningful improvements.
11. Actively participate in team meetings, attend member hotel presentations and represent LHW at client events when needed.
12. Act as subject matter expert and point of escalation for the Employee Stay Program, offering discounted hotel bookings to eligible member hotel employees.

This is just a sample of the work this role will require. You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at the company’s discretion, or otherwise applicable with local law.

Requirements & Experience:

1. Fluent English language, spoken and written.
2. Bachelor’s Degree (Hotel Management, Tourism, Marketing, Business or similar preferred).
3. 5+ years of customer service or related experience required.
4. People management experience required.
5. Hospitality, travel, or luxury experience preferred; international experience is a plus.
6. Comfortable with Salesforce or similar ticketing and servicing platform and Microsoft Office: Excel, Outlook, PowerPoint, Teams (or similar business chat function), Word.

The ideal candidate will have:

1. Ability to work well in a fast-paced, global, cross-functional, and collaborative environment.
2. Solid reliability, coaching, trust-building, and interpersonal skills.
3. Robust problem-solving and customer issue management skills.
4. Strong organization, prioritization, and diligence.