Lead Travel Support Specialist needed at Rhino Africa

• The Lead Travel Support Specialist acts as the operational anchor of the Travel Support Specialist team, ensuring the smooth, accurate, and timely execution of daily workflows. This role amplifies the team’s operational effectiveness through coordination, quality control, and frontline support. 
• You will serve as the Travel Support Specialist team’s first point-of-contact for day-to-day task challenges, offering system guidance, solving routine issues, reinforcing best practices, and ensuring consistency across the team. The Lead Travel Support Specialist embodies a culture of precision, calm execution, collaboration, and proactive support, contributing to quality and reliability.

What You’ll Do:

• Maintain 100% accuracy through daily quality spot checks on confirmations, documentation, and Kaptio entries.
• Reinforce adherence to team processes with routine guidance and clarification.
• Coordinate and support full onboarding schedules for new starters, including training, peer shadowing, and creating a supportive integration environment.
• Serve as the main Point of Contact (POC) for the team during the Line Manager’s absence.
• Resolve routine system, process, or task queries.
• Identify workflow bottlenecks, troubleshoot issues, and escalate critical concerns.
• Provide operational capacity relief to the Travel Support team as required.
• Deliver Salesforce/Kaptio micro-training sessions and upskill the team.
• Identify and report recurring knowledge gaps or error patterns.
• Support the Line Manager in developing Standardised Operating Procedures (SOPs) and Product Knowledge Training.
• Coordinate small-scale projects focused on process improvement and training material updates, training material updates) as assigned by the Line Manager.
• Provide a weekly operational insights summary of pain points, issues, and blockers.
• Summarize all support interactions provided to the Travel Support Specialist Team.

What We’re Looking For:

• Diploma or Degree in a relevant field.
• A minimum of 2 years work experience in a sales support role.
• Already based in Cape Town.
• Solid experience of Salesforce/Kaptio and Google Suite.
• Excellent communication skills, trustworthiness, and analytical thinking.