Customer Service Associate Manager

Reports to: Customer Service & Bookings Manager

Location: Remote / Hybrid | Full-Time

About the Role

VIP Traveler is looking for a Customer Service Associate Manager to be the operational backbone of our Customer Service & Bookings team. Reporting to the Customer Service & Bookings Manager, you'll own our CRM (Kustomer), help lead the CS team day to day, and keep our hotel and resort relationships strong. This is a hands-on role. One hour you'll be streamlining how the team works, and the next you'll be jumping into the queue to take a guest call or answer a resort email. Travel is messy and our queue is busy. If a full queue doesn't make you nervous, you're a natural problem-solver, and you don't mind rolling up your sleeves, we want to talk to you.

What You'll Do

CRM & Systems (Kustomer)

• Serve as the team's point person and in-house expert for Kustomer, including workflows, routing, queues, macros, tags, and reporting
• Build and maintain automations, business rules, and views that get the right conversations to the right people quickly
• Pull and analyze data on volume, response times, and resolution to spot trends and flag issues early
• Train the team on Kustomer best practices and onboard new hires into the system

Queue & Frontline Support

• Help manage the daily business queue by monitoring volume, prioritizing, and triaging so nothing slips through the cracks
• Stay organized and steady through high-volume shifts, keeping the team focused on what matters most
• Jump in on phone, email, and chat whenever needed, with both guests and resorts
• Solve complex booking issues and escalations quickly and creatively, even when there's no obvious answer

Team Leadership

• Work with the CS & Bookings Manager to oversee the Customer Service team, including coaching, coverage planning, quality reviews, and performance feedback
• Help hire, train, and onboard new team members
• Keep service standards, tone, and knowledge of offer inclusions consistent across the team

Hotel & Resort Relationships

• Build and maintain strong working relationships with our hotel and resort partners, from reservations teams to general managers
• Act as a go-to contact for resolving booking discrepancies, special requests, and on-property guest issues
• Keep partner contacts and offer details up to date so the team always has what it needs

Process & Efficiency

• Identify bottlenecks and repetitive work, then design and roll out better ways of doing things
• Write and maintain SOPs, templates, and internal knowledge base content
• Track key metrics like response time, resolution time, and guest satisfaction, and report on improvements
• Work with other departments on handoffs that affect the guest experience

What We're Looking For

• 2+ years of experience in customer service, bookings, or reservations, ideally in travel, hospitality, or luxury
• Experience in a lead or team management role
• Hands-on experience administering a CRM or help desk platform (Kustomer strongly preferred; Zendesk, Gorgias, Freshdesk, or Salesforce Service Cloud also relevant)
• A strong problem-solver who digs in to find a fix rather than waiting for one
• Exceptional organizational skills: you can juggle guests, resorts, and team needs at once without losing track of the details
• A full queue doesn't rattle you. You're energized, not daunted, by a busy shift
• A builder's mindset: you see a clunky process and can't help but fix it
• Comfort working with data, reports, and spreadsheets to make decisions
• Excellent written and verbal communication skills, with both guests and hotel partners
• A willingness to get your hands dirty; no task is too small when the team needs help
• Comfortable with a flexible schedule, as this role may occasionally require availability outside standard business hours to support guests who are traveling or partners in different time zones
• Must be based in the U.S. and eligible to work in the U.S.

Why VIP Traveler

For over 10 years, the team behind VIP Traveler has been helping people travel better — from Thailand to Iceland, Mexico to Idaho. We take away the parts of trip planning that make people put it off: the endless research, the reviews, the guesswork about where to stay and what it should cost. We're the friend with the connections and the inside track, the one who's been everywhere and gives advice like family. It's start-up energy — no day looks the same, and every day is a puzzle you get to work on alongside a genuinely talented team. We live and breathe travel, and because we're all different kinds of travelers ourselves, we understand the different kinds of travelers we serve.

To Apply

Submit your resume, answer the questions below, tell us about a career achievement you're most proud of. This could be a process or workflow you redesigned, an SOP or training guide you wrote, a CRM automation or routing setup you built, or a report or dashboard you created. We want to see how you think and how you build. It's Monday morning and the queue is packed with guest emails, resort follow-ups, and a few urgent chats. Walk us through how you'd triage it. Tell us about a problem you solved for a guest or customer when there was no clear answer or process to follow. What did you do? Tell us about a CRM or help desk workflow you built or improved. What was the problem, what did you change, and what was the result?