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About the Role

The Supervisor (GWIZ), Private Travel and Signature leads a dedicated team of Signature and Private Travel Specialists, delivering exceptional luxury service and bespoke experiences to National Geographic Signature travelers, travel agent partners, and private travel clients. This role promotes sales activity, supports sales conversions, oversees daily operations, manages team performance and luxury service KPIs, handles high-level escalations, and drives continuous process improvements to ensure operational excellence, revenue achievement, and strong brand alignment.

Responsibilities

Lead, coach, and support the Signature & Private Travel team to achieve sales, service level, NPS, and ENPS targets while fostering team engagement and alignment with core culture and luxury service standards.
Partner with the Inside Sales Manager on team growth, recruitment, onboarding, succession planning, impact reviews, and career progression.
Deliver, coordinate, and assist in delivery of training on luxury service delivery, curated traveler engagement, GDS/Compass systems, and Salesforce CRM, maintaining team resource sites as central knowledge hubs.
Monitor real-time contact queues and team workload, redistribute tasks to maintain balance, and administer recognition/incentive programs to motivate staff and prevent burnout.
Oversee operational service delivery to ensure compliance with team KPIs (Private Travel and Signature).
Serve as the primary point of contact for real-time sales support, troubleshooting, and high-level escalations (e.g., bespoke luxury requests, complex/unbalanced files, CIMs, VIPs, and special partnership requests).
Manage administrative workflows including Slack channels, fund transfers, case queues, and multi-channel communications across phone, email, and internal platforms.
Establish, communicate, and maintain departmental procedures, SLAs, and risk mitigation strategies to ensure compliance with company, legal, and privacy standards.
Analyze team performance metrics, lead conversion, booking/option reports, and traveler feedback to identify trends, risks, and revenue opportunities.
Support cross-functional projects aimed at process improvement, system enhancements, and automation (e.g., Salesforce, SFMC, Compass, Vonage).
Champion traveler feedback mechanisms to elevate the overall Signature and Private Travel client experience.
Build and nurture strong working relationships with Global Inside Sales Managers, Managing Directors, Sales, Marketing, Operations, Travel Agent Partners, and internal departments.
Collaborate with marketing and product teams to align sales and service delivery strategies for Private Travel Signature campaigns and product launches.
Represent the Private Travel & Signature in regional, global, and cross-departmental meetings when required.

Requirements

Minimum 3+ years of front-line luxury travel sales, concierge, or high-touch customer service experience.
2+ years of supervisory or team lead experience in a contact center or travel sales environment.
2+ years of hands-on experience with Salesforce CRM and travel reservation systems (Compass, GDS).
Minimum 1 year of experience with Mac computer systems and Google Workspace tools.
Proven track record of managing high-stress customer escalations and de-escalating complex situations with composure and care.
Extensive geographical knowledge and deep familiarity with private groups and luxury travel sales and operations.
Proficiency with collaboration and communication tools (Slack, Vonage).
Highly refined verbal and written communication skills with professional phone and email etiquette.
Strong problem-solving, time management, organizational, and analytical skills.
Collaborative, empathetic mindset with a high focus on attention to detail.

Skills

Salesforce CRM
Compass
GDS
Mac computer systems
Google Workspace tools
Slack
Vonage
Luxury travel sales
Concierge services
High-touch customer service
Team leadership
Problem-solving
Time management
Organizational skills
Analytical skills
Communication skills
Professional phone etiquette
Professional email etiquette

Experience Level

3+ years of front-line luxury travel sales, concierge, or high-touch customer service experience
2+ years of supervisory or team lead experience
2+ years of hands-on experience with Salesforce CRM and travel reservation systems
1+ year of experience with Mac computer systems and Google Workspace tools

Salary/Compensations

$55,000 - $68,000 annually

Benefits

Competitive Total Rewards Package, including exclusive travel perks!
Additional days off, including on your birthday!
Vacation time for you to recharge
Enhanced Parental Leave
Meaningful Employee Recognition Program
Learning and Growth Opportunities
Employee Resource Groups

About the Company

G Adventures is one of the world’s leading small group travel companies, believing that travel isn’t just about where you go, but how it changes you.
For the last 35 years, G Adventures has set out to do things differently, offering real human travel experiences across the world.
G Adventures' DNA is built on belonging, where bringing your authentic self to work every day is celebrated.
This is a place where employees can spread their wings and truly grow into their role alongside a passionate team.

Equal Opportunity

G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.