Customer Support Team Leader

At thl, we're all about creating unforgettable journeys and it starts with our people. Tourism Holdings Limited (thl) is New Zealand’s leading tourism company and the world’s largest provider of recreational vehicles. Joining thl means becoming part of a global team passionate about creating unforgettable travel experiences. Our brands include maui, Apollo, Britz, Cheapa Camper, Hippie, Mighty Rentals, and more. We also design and manufacture motorhomes through Action Manufacturing and develop innovative digital solutions via thl Digital.

We're looking for a full-time permanent Customer Support Team Leader, based in Auckland to join our On Road Care leadership team and help drive service excellence, operational performance, and outstanding guest outcomes across our 7-day support operation.

The Role:

This is a hands-on leadership role where you'll provide day-to-day operational support to our Customer Support Specialists, ensuring guests receive timely and effective assistance throughout their journey.

You'll be responsible for coaching and developing team members, managing escalations, supporting performance delivery, and maintaining service standards in a fast-paced operational environment. Working closely with the National Customer Support Manager, you'll play a key role in creating an engaged, high-performing team focused on delivering exceptional customer experiences.

Key Responsibilities:

• Provide day-to-day operational leadership across the Customer Support team, ensuring coverage across a 7-day roster.
• Act as the first point of escalation for complex guest issues, incidents, complaints, and operational challenges.
• Coach, mentor, and develop Customer Support Specialists to achieve service, quality, and performance targets.
• Support recruitment, onboarding, training, and development of new team members.
• Monitor team performance against KPIs including Service Level, Abandonment Rate, turnaround times, quality, and compliance standards.
• Conduct regular coaching sessions, quality reviews, and performance discussions.
• Ensure accurate documentation and adherence to company processes, systems, and policies.
• Collaborate with Branches, Fleet, Claims, Reservations, Service Providers, and other stakeholders to achieve positive guest outcomes.
• Identify trends, risks, and opportunities for continuous improvement.
• Drive a culture of accountability, teamwork, and customer-first thinking.
• Support operational projects, process improvements, and peak-season readiness initiatives.
• Promote safe decision-making and ensure all actions align with Health \& Safety requirements.

About You:

• Proven leadership experience with the ability to motivate, develop, and support high-performing teams.
• Previous experience in a contact centre, operational support, customer service, or service delivery environment.
• Strong coaching and performance management capability.
• Excellent communication and relationship-building skills.
• Ability to manage multiple priorities and make sound decisions under pressure.
• Strong customer resolution and complaint-handling experience.
• Highly organised with excellent attention to detail.
• Comfortable analysing performance data and driving improvements.
• Confident using systems and technology, with the ability to learn new platforms quickly.
• Tourism, hospitality, travel, roadside assistance, or operational support experience is highly desirable.
• A second language is advantageous but not essential.

Why Join thl?

• Competitive salary package.
• Be part of a collaborative leadership team that values development and continuous improvement.
• Opportunity to lead a team that directly impacts guest safety and holiday experiences.
• Career development and progression opportunities within a global tourism organisation.
• Supportive team culture where your ideas and leadership make a difference.
• Employee travel and company benefits.

Ready to step into a leadership role where no two days are the same?

If you're passionate about customer service, developing people, and leading high-performing teams in a fast-paced operational environment, we'd love to hear from you.

Apply today and help us deliver exceptional guest experiences across every journey.

Thank you for your application, We are an equal opportunity employer and we aim to recruit a diverse range of people with a diverse range of talents to help us achieve our goals. Note that only selected candidates will be contacted.

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