Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

As a Customer Success Team Lead, you will be an integral part of our Reservations and Service Recovery team, responsible for managing and resolving customer inquiries, feedback, and complaints. Team Leads perform the same work as that of a Customer Success Specialist. You are also responsible for your team's overall performance by leading, developing, and directing its work. The role requires constant critical thinking, effective communication skills, a strong customer-centric approach (we differentiate CX by status), and the ability to navigate complex situations with empathy and professionalism. You will play a crucial role in maintaining positive relationships between American Airlines, its customers, and partners. Customer Success Travel Professionals are passionate about assisting all customers who have experienced a service failure and about caring for American Airlines’ valuable AAdvantage customers. This is an office-based position.

What you'll do

• Strive to achieve AA, Service Recovery, and individual performance goals with every travel professional, partner, and customer interaction
• Assist by reinforcing how to use day-to-day resources, and provide guidance to Customer Success Specialists, who serve as the single point-of-contact for customers who have experienced any service failures, including and not limited to; customer relations, refunds, baggage claims, and/or issues related to customers’ AAdvantage accounts as well as on company and/or department policies, systems, resources, and overall customer service
• Serve as Subject Matter Expert (SME), set the example for fellow Specialists aspiring to become leaders, resolve escalated customer service issues, and perform exception approvals as needed
• Mentor, document, and track development of, fellow team members to improve individual performance as it relates to productivity, quality, and overall performance
• Stay up to date with policy changes and communicate to team members
• Communicate and support established department and company policies, procedures, and goals
• Analyze performance trends and recommend enhancements to policies and procedures based on your analyses
• Stay on top of industry trends that could enhance overall performance and leadership effectiveness by reading company resource materials and external newsletters, articles, and books as recommended
• Foster a positive and collaborative team culture
• Work in a team environment to pursue creative solutions to service failures
• Support leadership with development and execution of department strategies and initiatives as needed
• Champion proposed solutions with leadership to identified opportunities

All you'll need for success

Required Qualifications

• High School diploma or GED equivalency
• 2 years of airline customer service experience
• Knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook

Preferred Qualifications

• Strong passion for Customer Experience Excellence
• Strong analytical skills as demonstrated in previous roles
• Post-secondary education
• Experience leading teams
• Familiarity with airline operations, policies, and regulations
• Knowledge of customer service software and tools
• Knowledge of Ventana, NetTracer, WorldTracer and other SABRE applications
• Ability to speak multiple languages is a plus

Skills, Licenses and Certifications

• Leadership and interpersonal skills
• Excellent communication and problem-solving abilities.
• Flexibility to work any shift and ability to work some weekends and holidays as necessary
• Ability to work in a fast-paced and dynamic environment
• Ability and willingness to be in-office
• Ability to quickly learn and become proficient in new software applications
• Ability to be self-motivated and a team player
• Ability to lead and motivate employees in working as a team

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more