Job TitleSenior Manager, Help DeskPurpose of the roleAt Amadeus Hospitality, we envision a 5-Star Operational Model aimed at delivering world-class service within the hospitality industry.

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Our key aspirations include enhancing customer satisfaction, improving service delivery, and achieving cost-effective operations to support anticipated growth. Position Summary: The Senior Manager, Level 1 Customer Support will be responsible for overseeing the day-to-day operations of the Asia Pacific Level 1 customer support team.

This role is crucial in ensuring that customer inquiries and issues are resolved efficiently and effectively, contributing to the overall customer satisfaction and operational excellence of the organization.Purpose of the Role: The primary purpose of the Senior Manager, Level 1 Customer Support is to lead and manage the Level 1 customer support team, ensuring high-quality service delivery,



adherence to service level agreements (SLAs), operational KPIs, and continuous improvement in customer care processes.

The role involves team management, process optimisation, and collaboration with other departments to enhance customer support operations.Success in this role requires building strong collaboration with Hospitality managers, including Commercial, Product, R&D;, Technical Operations, Legal, and Regional Customer Delivery Services.

A customer centric approach and problem solving positive attitude are also key. In this role you'll:Team Leadership: Lead and manage the Level 1 customer support team, providing guidance, support, and development opportunities to team members.

Ensure team members are motivated and engaged to deliver high-quality service.

Ensure that customer inquires and issues are resolved promptly and accurately, meeting or exceeding SLAs and performance metrics.

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📌 Senior Manager, Help Desk (Barcelona)
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