Manager, Client Experience
Job Type: Full Time
Location: Toronto, Remote
Reporting to: Vice President, Client Experience

Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.
From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.
Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.
At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder’s incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.
If you’re passionate about travel and innovation, we invite you to be a part of our exciting journey!

Key Responsibilities:


Required Skills and Qualifications:

• Must have CS experience in a CS leadership/management role
• BPO experience would be ideal
• A strong empathetic leader with call center experience
• Demonstrated Customer Service skills and experience in the North American market
• Proficiency with collecting feedback and data, analyzing data, and translating them into meaningful insights and action plans that can be utilized across the organization to improve customer satisfaction
• Experience with overseeing and managing multiple high-priority projects simultaneously, ensuring their ongoing success as measured by KPIs and pre-defined objectives
• Superior writing, editing, and proofreading skills, developed through prior content creation experience that ideally includes website content, solution sheets, emails, and other forms of content
• Superior verbal communication and presenting skills
• Ability to rapidly absorb detailed product information and translate it into lay terms
• Strong administrative and organizational experience
• Demonstrated ability to work independently. Highly entrepreneurial and collaborative. Thrives in an agile, fast-paced environment.
• Strong verbal and written communication skills including the ability to communicate with various audiences
• Strong interpersonal skills with the ability to guide, motivate, direct, and lead a team
• Demonstrated ability to effectively manage multiple priorities in a large, fast-paced, and changing environment
• Excellent client service skills with proven experience in building relationships and ensuring service standards are met
• Advanced skills in Microsoft Office applications
• Demonstrated understanding of call center practices and technology
• Approachability, patience, empathy, and listening skills.
• Organizational and time management skills.
• Team Player, happy to support others and desire to share expertise.

The Goway Advantage:
At Goway Travel, we’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. Here, you won’t just be working with ordinary travel packages. Instead, you’ll have the chance to connect globetrotters with some of the most exciting and unique destinations around the world.
We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide RRSP employer matching and ongoing training to help you stay ahead in the industry. Our comprehensive health benefits package ensures you’re well-supported, and we offer opportunities for discounted worldwide travel.
You’ll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.

How to Apply:
If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let’s grow together. Click Apply Now today!

*All candidates will be afforded equal opportunity through the recruiting process, but please be advised that only those candidates selected for interviews will be contacted.*

Please note: Goway Travel will never reach out to you on Whats App to proactively recruit you for any kind of work. We will also never ask you to create an account or install an app during recruitment. If you receive a message of this nature, please disregard and block the sender, and report it to Goway.