Job Description

About Us:
Kiwi Collection is the world’s largest curated collection of luxury hotels. We partner with leading financial institutions and concierge teams worldwide to deliver exceptional hotel booking experiences for discerning travelers.

Description:
We are seeking a Customer Service Supervisor to join our Concierge team. This role oversees the payment processes for issuer-funded programs under the Visa Luxury Hotel Collection, while also providing Tier 2 support for complex client inquiries and program eligibility. The ideal candidate has supervisory experience in luxury hospitality or travel, excellent communication skills, and strong problem-solving abilities.

This is a remote role (within Canada). Flexible shifts are required, including evenings and weekends.

Main Responsibilities

Provide Tier 2 support for Visa concierge offices, addressing complex client requests and program inquiries.

Manage Best Rate Guarantee submissions, ensuring compliance with Visa’s policies and negotiating resolutions with hotel partners.

Supervise Customer Service & Reservations Specialists, providing mentorship and guidance on escalated cases.

Ensure compliance with premium benefit processes under Visa Luxury Hotel Collection.

Support operational efficiency by identifying and reporting issues to relevant internal teams.

Responsibilities & Qualifications

Ideal Candidate:

3–5 years of supervisory experience in a luxury hotel, travel agency, or luxury service environment.

Bachelor’s degree in Hospitality, Business Administration, or related field (Luxury Travel & Tourism certification is an asset).

Strong knowledge of hotel operations, reservations, and luxury travel services.

Exceptional communication skills (written and verbal).

Experience managing payment processes, financial transactions, and client reimbursements.

Skilled in Salesforce/CRM systems and Microsoft Office Suite.

Detail-oriented, organized, and able to work under pressure.

Strong negotiation and problem-resolution skills.

Proficiency in English; additional languages are an asset.

Shifts:

Full-time, 40 hours per week with two days off.

Shifts include mornings, evenings, and late nights (examples: 6:00 AM – 2:30 PM, 3:30 PM – 12:00 AM).

Flexibility required, as the program operates 7 days a week.

Salary/Wage

Based on Experience

Other Perks/Benefits

Why Join Kiwi Collection? Work remotely from anywhere in Canada, with the option to use our downtown Vancouver office. Enjoy unique travel perks and a comprehensive benefits plan. Play a key role in delivering luxury travel experiences to high-value clients worldwide. Gain leadership experience in an international, fast-paced environment. Opportunities for growth and advancement.

Job Application Process

Please submit CV and cover letter to carlad@kiwicollection.com

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