Job Description
Riviera Travel is the fastest-growing river cruise operator in North America, bringing Europe's most inspiring destinations to life through expertly crafted itineraries, award-winning service, and honest pricing.As we continue our North American expansion, we're looking for a talented Customer Relations Supervisor to help shape the future of guest experience as part of the Riviera Revolution.The Role We're seeking an experienced and energetic Customer Relations Supervisor to lead our North American customer service and guest experience teams.In this role, you'll oversee guest correspondence, complaint handling, and post-travel care ensuring every interaction reflects our commitment to care, professionalism, and exceptional service recovery.What You'll Do Lead & Develop the Team Supervise, coach, and support Customer Service and Customer Relations Agents.Foster a guest-first culture rooted in empathy, consistency, and professional communication.Monitor workload, assign cases, and ensure timely resolution.Complaint Resolution & Service Recovery Review and approve escalated complaints to ensure accuracy, tone, and policy alignment.Act as the escalation point for sensitive, complex, or high-impact cases.Provide empathetic, solution-focused communication that protects loyalty and trust.Guest Feedback & Insights Analyze results to identify trends, opportunities, and areas for improvement.Partner with the Customer Experience Executive and cross-functional teams to turn insights into action.Cross-Functional Improvement & Collaboration Use root-cause analysis to highlight recurring issues and partner with Operations and Product teams on preventive solutions.Support initiatives that strengthen retention and long-term guest satisfaction.Quality, Training & Reporting Conduct quality reviews, coaching, and onboarding support for new team members.Produce regular reporting on team performance, NPS trends, and voice-of-customer insights.What You'll Bring Experience in customer relations, service recovery, or guest experience ideally within travel, tourism, or hospitality.Strong understanding of North American customer expectations and communication styles.Previous leadership or supervisory experience with a calm, empathetic, guest-centric approach.Exceptional written and verbal communication skills with excellent attention to detail.Ability to analyze data, identify trends, and develop recommendations.Highly organized, proactive, collaborative, and comfortable managing multiple priorities.Proficiency in Microsoft Office and working confidently with customer data and reporting tools.Why You'll Love Working at Riviera Travel Be part of a fast-growing North American team shaping the future of Riviera Travel10 days paid time off, increasing to 15 days after 2 years service.Social events, recognition programmes, and opportunities to grow your career 70% employer contribution to health benefits Discount on Riviera vacations for you, friends, and family Access to Learnerbly and individual learning budgets 401k retirement contributions Health & wellbeing support Employee Assistance Programme Ready to Apply? If you're ready to lead a passionate team and create exceptional experiences for our North American guests, we'd love to hear from you.Job Type:Full-time Pay:$70,000.00 - $75,000.00 per year Benefits:401(k) Employee assistance program Employee discount Paid time off Parental leave Professional development assistance Work Location:In person.