Client Experience Supervisor

CLIENT EXPERIENCE SUPERVISOR

Job Type: Full Time
Location: Goway Manila
Reporting to: Client Experience Manager
Role Type: New
Salary: PHP 45,000 - PHP 60,000

Job purpose:
The Client Experience Supervisor leads a frontline team delivering high-touch client service across multiple business lines and distribution channels. This role is accountable for the day-to-day quality of the client experience, the performance and development of the team, and for identifying and driving operational efficiencies without compromising service standards. The ideal candidate brings first-hand exposure to international travel or premium service environments and holds the team to a best-in-class standard.

Key Responsibilities:  

• Supervise a team of client experience agents across different business lines and distribution channels, ensuring consistent service quality across all of them.

• Own day-to-day performance management: coaching, quality monitoring, scheduling, and escalation handling.

• Set and enforce service standards that reflect a best-in-class, high-touch client experience.

• Identify inefficiencies in workflows and processes and drive improvements without sacrificing service quality.

• Act as the point of escalation for complex or sensitive client issues, resolving them with sound judgment.

• Partner with cross-functional teams (sales, operations, product) to align client experience delivery with business goals across channels.

• Monitor KPIs (CSAT, resolution time, quality scores) and report on team performance to leadership.

• Support hiring, onboarding, and ongoing development of team members.

Qualifications:

• 3+ years of experience in a client-facing supervisory or team lead role, ideally within travel, hospitality, luxury retail, or premium service industries.

• Direct experience living, working, or extensively traveling internationally.

• Working knowledge of travel distribution channels (GDS, OTAs, direct, B2B) or equivalent multi-channel business exposure.

• Demonstrated ability to manage multiple accounts, priorities, or channels simultaneously.

• Prior people-management experience, including coaching and performance development.

• Excellent written and verbal English communication skills.

Preferred attributes

• A personal, internalized standard for excellent service, built from first-hand experience as a demanding client.

• Comfort operating across time zones, cultures, and channels.

• A systems mindset: quick to spot and fix inefficiency without losing the human touch.

• Low tolerance for mediocrity, expressed through coaching rather than criticism

What can you expect from Goway?
Imagine working for a company where your career feels like an adventure. At Goway, you’ll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.

• Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.

• Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.

• Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.

• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.

• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.

How to Apply:
If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

AI Screening Disclosure
To help us fairly and efficiently review applications, we use an automated screening process to assess responses to pre-determined questions. This initial step ensures all candidates are evaluated consistently. Qualified applicants will be reviewed by our recruitment team for further consideration.

Additional Notes
Goway Travel Ltd will retain applications, notifications, and records related to this posting for three years, reflecting our commitment to fair and equitable hiring practices.

Recruitment scams & fraud warning:
Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway
Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We’re united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com.