Member Support Leader

Responsibilities

• Lead day-to-day operations of the member support function across the Envoyage network
• Drive member satisfaction and retention through effective support strategies and service delivery
• Establish, communicate, and achieve service level agreements (SLAs)
• Handle escalated support issues and ensure timely resolution
• Optimize operational processes to deliver scalable, cost-effective support solutions
• Lead the onboarding and implementation process for new members, including developing training resources
• Own and execute the network events strategy to drive community engagement and profitability
• Develop and deliver network communication strategies to ensure clarity and engagement
• Lead, coach, and develop a high-performing support team

Requirements

• 5+ years of experience within the travel industry
• 3+ years in a travel-related management role delivering growth and profitability outcomes
• Demonstrated experience improving customer satisfaction in a B2B environment
• Proven people leadership and team development experience
• Strong commercial acumen with the ability to drive operational and financial outcomes
• Excellent communication, influencing, and stakeholder management skills
• Proficiency in MS Office and general business systems

Preferred Qualifications

• Experience working with global or regional teams

Benefits

• Generous paid time off policy
• Travel perks and discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• Group benefits including extended health care, dental, vision, and fertility care
• RRSP/RPP with matching
• Tuition Reimbursement Program
• Employee Share Plan with partial company match
• Global career opportunities within a massive international network

About the Company

Envoyage is a global network of experienced, entrepreneurial travel advisors and agencies. As part of Flight Centre Travel Group (FCTG), we provide the breadth, reach, and expertise needed to equip travel businesses with everything they need to succeed. Our goal is to be the home and the heart of the travel industry for the independent world.