Customer Support Manager, UK

Anywhere with good Wi-Fi and access to an airport

As we surge forward in the early stages of our growth mission, we’re expanding the TripStax team with the appointment of a Customer Support Manager.

TripStax Technologies Ltd is an exciting new venture crafted from within the ATPI Group as a driver for technological disruption within the travel industry. For many years, the ATPI Group has been a dominant global Travel Management Company (TMC), building proprietary technologies to service the increasing demands of its client base. TripStax takes these market leading solutions and separates them into a completely new business with a vision to revolutionise how the travel industry consumes and utilises technology and travel content.

Launched to market in March 2022, TripStax is a fully connected modular stack of proprietary travel tech tools for TMCs. It is driven by ‘The Core’, a powerful central data processing architecture which consumes and manages profile, booking and finance data on behalf of 8 industry leading tech modules including; Analytics, Approve, Content, Docs, Mobile, Portal, Profile and Track.   Learn more here – www.tripstax.com

As TripStax is a newly formed business, we have a start-up mentality, however unlike a typical start-up we have a significant technology portfolio already in place with over a million users and several million transactions flowing through the stack. We have an established management team, consisting of a combination of ATPI Group employees who we brought across and new talent that we brought in as a result of our first investment round. We’ve also brought across over 70 existing ATPI product owners, developers etc and have recruited a number of new roles to bolster the new tech structure.  We have conquered the initial separation milestones, raised additional capital, launched the business in a big way within the industry and started getting traction over and above the revenue from ATPI’s global user base. We now need to accelerate the next phases of TripStax’ evolution, which primarily involve professionalising the structure of our teams and how we operate as a tech business. Having solid operationally foundations is key to rapid revenue growth for TripStax.

Therefore, TripStax has created the role of Customer Support Manager. We are looking for the special someone – the individual who has a passion for customer service, who has the ability to use their own initiative and able to work on multiple customer support tickets as well as being an excellent team player. The initial mission for this role is to dive deep into the escalated customer support tickets, analyse the issues and either resolve at first review or assign the issue to the appropriate product support owner or development lead. We need you to take ownership of our support process by proactive monitoring of every ticket, ensuring that all issues raised are resolved within pre-determined SLA timelines.  You will be invited to review the inner workings of our support practices and play the key role in developing a seamless customer support process for TripStax.

We’re not big on hierarchy and we want to drive this business forward as a family of expert, hardworking, individuals who share a common desire to make impact in an industry which has spent too long bound by its legacy foundations. That said this role is a position which requires strong management and balancing skills of customer relationships, communications, customers’ demands against laid down SLA terms and conditions. We also want you to be proactive in keeping our customers up to date! 

Key responsibilities are:

  • Manage the relationship of our 24/7 team, reviewing performance and processes to ensure our premium support levels are in accordance with SLAs.
  • Perform monitoring of all customer tickets received
  • Identifying when reported issues are critical / high in nature and escalate
  • Create and escalate issues through the Jira ticketing system
  • Properly escalate unresolved issues to the next level of support
  • Track, route and redirect problems to the correct resources
  • When applicable direct customers to support / training documentation portal
  • Follow up with customers, provide feedback and see problems through to final resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Make sure to feedback to technical support writer any missing support documents for future reference

We’re looking for an individual who:

  • Self-starter, be able to work independently
  • Proven working experience in providing help desk support in a high-volume environment
  • Ability to multi-task & meet deadlines
  • Ability to work under pressure with a high sense of urgency
  • Previous experience in handling support queries first / second level
  • Great organisation skills
  • Technically astute – a must!
  • Great communication skills – written and verbal – another must!
  • Keen interest in expanding knowledge of technical products
  • Work closely with tech teams and product managers
  • Preferred travel background

The package we’ll be looking to offer comes with a competitive salary and all the classic benefits expected of a business like ours. We’re not precious about where you’re based, but you will need to travel to do your job effectively.

One of the most exciting developments in building the foundations of TripStax has been our ability to identify our vision, mission and core values leading to a great people first culture. Our core values are;

  • Rise to the occasion
  • Our customers are our lifeblood
  • Keep questioning
  • Self-awareness
  • Live life

If all this lights a little fire in you, and you desire to be part of something big and be seen for your contribution, get in touch…

Want to realise your potential and be seen for your contribution? Ping us an email at [email protected] and tell us a little about yourself and your ambitions for the future.