Make your next big career move by applying as KMC Solutions’ next RESPONSE OPERATIONS LEAD
The Response Operations Lead ensures seamless 24/7 luxury client support, managing The Pulse for Voyager
members and Client Services for Explorer & non-members. Designed to complement the DUO (Client Advisor &
Travel Designer), The Pulse ensures that help is always available when the primary team is offline. Whether
managing last-minute cancellations, resolving hotel issues, or handling urgent itinerary changes, The Pulse delivers
immediate and personalized assistance, reinforcing Lartisien’s promise of seamless luxury travel. This role requires
quick decision-making, problem-solving, and expertise in high-stakes client interactions, using Salesforce OmniChannel & extranets for real-time solutions.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a RESPONSE OPERATIONS LEAD include:
Responsibilities
1. Hands-On Pulse Execution
The Supervisor remains operationally active and participates in:
• Handling urgent requests, cancellations, and modifications
• Managing in-stay issues and complaint recovery
• Handling refund and credit cases
• Communicating with clients via WhatsApp, email, and phone
• Using Salesforce Omni-Channel and extranet tools for real-time solutions
The Supervisor maintains operational credibility through direct case involvement.
2. 24/7 Shift Oversight and Continuity
• Ensure structured shift handovers with clear case visibility
• Maintain discipline in follow-ups and case closure
• Monitor SLA compliance across all channels
• Identify workload imbalances and intervene proactively
• Support duty roster planning and shift balancing
The Supervisor ensures that no service degradation occurs between shifts.
3. First-Level Escalation Authority
The Supervisor acts as the first escalation layer for:
• Any Voyager-related matter
• In-stay complaints
• Benefit failures
• High-value cancellations
• Refund or credit disputes
• VIC disruptions
• Sensitive service recovery cases
Escalation to the Director occurs only in cases involving:
• High financial exposure
• Strategic partnership risk
• Reputational risk
• Policy decision requirements
4. Coaching and Onboarding
• Lead structured onboarding for new Response Team members
• Conduct regular case reviews and coaching sessions
• Deliver training on:
• Crisis communication
• Luxury reassurance tone
• Complaint recovery standards
• Escalation matrix discipline
• Concierge boundaries
• Reinforce emotional intelligence and decision discipline
The Supervisor ensures coaching is consistent, documented, and improvement-focused.
5. Policy Compliance and Quality Governance
• Enforce escalation matrix and SOP adherence
• Ensure correct application of:
• Refund and credit handling procedures
• Partnerships loop protocol
• Membership boundary rules
• Concierge limitations
• Prevent policy drift and inconsistent case handling
6. Mistake Documentation and Improvement Tracking
The Supervisor must maintain structured documentation of:
• SLA misses
• Tone inconsistencies
• Escalation errors
• Process violations
• Repeated service failures
For each documented case:
• Nature of issue
• Root cause
• Impact assessment
• Corrective coaching delivered
• Preventive action
• Follow-up date
Documentation must be factual, constructive, and improvement-oriented.
7. Reporting and Partnerships Coordination
• Contribute to monthly reporting on:
• Hotel complaints per property
• Benefits not honored
• Refund and credit disputes
• Escalate recurring hotel performance issues to Partnerships with structured data
• Ensure complaints are framed professionally and solution-focuse
To apply, you must be an expert on the following requirements:
To apply, you must be an expert on the following requirements:
- 5+ years in luxury travel, hospitality, or high-end client services.
- Expert in crisis resolution, high-pressure decision-making, and client satisfaction.
- Expertise in handling ultra-luxury clientele and complex service requests.
- Salesforce knowledge is an advantage.
- Fluent in English (French or other languages preferred).
- Availability for shift-based 24/7 support, including weekends and holidays.
It will also be favorable if you are knowledgeable in:
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
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