Customer Support Supervisor
Job Summary
The Customer Support Supervisor will lead a nearshore or offshore team delivering 24/7 assistance to DATAMARK travelers and loyalty-program members through a blended support model consisting of approximately 60% inbound voice and 40% chat. The supervisor will oversee day-to-day service delivery, agent performance, customer escalations, quality, workforce adherence and operational reporting. The role requires strong customer-service leadership, travel-industry knowledge and the ability to manage urgent booking and travel-disruption situations while maintaining a high-quality, white-label customer experience.
Key Roles and ResponsibilitiesTeam Leadership and Daily Operations
Supervise, coach and develop a team of voice and chat support representatives.
Conduct shift briefings, daily performance reviews and regular one-on-one coaching sessions.
Monitor real-time voice queues, chat volumes, staffing levels and schedule adherence.
Allocate resources between voice and chat based on demand, service levels and traveler urgency.




Ensure uninterrupted shift coverage, including weekends, holidays and after-hours support.
Serve as the primary operational contact during the assigned shift.
Traveler and Member Support
Ensure agents provide accurate assistance with flight, hotel, car-rental and transfer bookings.
Oversee booking changes, cancellations, refund requests and urgent itinerary issues.
Support inquiries involving travel profiles, policies, approval processes and platform navigation.
Guide the team on loyalty accounts, login issues, cashback eligibility, tracking and redemption.
Ensure consistent service delivery across DATAMARK's white-label client programs.
Maintain an empathetic, qualified and solutions-oriented customer experience.
Escalation and Service Recovery
Take ownership of complex, sensitive or time-critical customer escalations.
Coordinate with airlines, hotels, car-rental companies and other travel suppliers when re

📌 Customer Support Supervisor (Chennai)
🏢 DATAMARK
📍 Chennai