Team Lead – Customer Service - Colombo

As the largest travel B Corp globally Intrepid creates positive change through the joy of travel by offering sustainable, experience-rich travel and providing the best travel experiences ever, for both the people and the planet.  

Travel to us is a force for good and we want to be the best travel company not just in the world, but for the world. So, let’s change the way we all see the world, together as now more than ever, the world needs Intrepid people. 

The Position

As a Team Leader with Intrepid, you will lead a team of customer service consultants who are responsible for providing great customer service to stimulate the growth of the business. You will be responsible for supervising, managing, guiding, and inspiring the team to perform at their best while being the primary contact person for all team members. 

You will also motivate and assess team members, assist management with hiring and training, and as Intrepid is a business that prides itself on always evolving and innovation, so your everyday responsibilities may change alongside the business, which will make way for plenty of professional and personal growth as together we will help shape Intrepid’s future.  

As our Team Leader some of the responsibilities you’ll be accountable for include: 

• Manage, lead and develop the team, taking on responsibilities of recruitment, onboarding, and training, as well as overseeing performance and development 
• Creating a cohesive team that works efficiently together to maximize the team's potential 
• Manage operational tasks such as implementing sales policies, ensuring the use of systems and correct processes are followed 
• Product training, updates in team meetings, emails, and internal platforms 
• Deliver exception customer experience and sales expertise to customers enquiring via all channels 
• Achieve annual budgeted sales, conversion optimization, and other targets and goals 

To set you up for the best possible success, some of the essential skills you’ll possess are:

5 years experience in administration and customer service with at least 2+ years experience in a senior team leader position 

Critical thinking, problem-solving, effective time management, and prioritization skills

Fluent in both written and spoken English 

Travel Industry experience would be highly regarded 

You’ll be a team player with the ability to work independently, effectively communicate, and collaborate with colleagues in a multicultural, global, and fast-paced environment. But lastly, you’ll be a passionate, collaborative committed individual, who thrives on achieving in the workplace, whilst sharing Intrepid’s core values of integrity, innovation, fun, passion, growth, and responsibility.   

What it’s like to work for Intrepid:

With over 70 nationalities working with us and a commitment to breaking down barriers, Intrepid supports a culture where people can be themselves. Our team reflects the diversity of our customers and communities we visit, and we encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people, First Nations peoples, LGBTQI+ people, people living with a disability, people from previously disadvantaged backgrounds, and people from different ethnicities, races, and religions.   

Some of the benefits our employees are entitled to include: 

• Flexible work policy – Work from home, remote, flex hours -We will work with you to keep a work-life balance  
• Experience Intrepid with a FOC holiday, future holiday discounts with paid travel leave + more 
• Mental Health support services, free confidential counselling through our Employee Assistance Program 
• E-learning, career progression, and internal mobility, we love to see our people succeed and will do our best to support you along the way  
• 20 hours of volunteer leave is available every year to make a difference towards causes that are important to you  

This is a full-time position based in our Colombo office, we believe vaccines play a critical role in the safe return of travel. To ensure our workplaces are safe, we require proof of Covid-19 vaccination when you work from an Intrepid office, attend company events or travel on trips. For those who can’t provide proof of vaccination or a medical exemption, we may offer the option of remote work.