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.

Requirements

Key Roles and Responsibilities

Team 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, skilled 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 required
Prioritize

📌 Customer Support Supervisor (Chennai)
🏢 DATAMARK
📍 Chennai