Supervisor, Service Recovery

📋 Description

• Lead AirCover Service Recovery team in high-stakes escalations
• Manage multiple urgent cases with sound judgement under pressure
• Serve as primary leader when Operations Manager unavailable
• Build a high-performing, executive-facing escalation team
• Shape escalation strategy and ensure consistent, empathetic service
• Own day-to-day team operations: onboarding, feedback and performance

🎯 Requirements

• 4–6+ years leading teams in high-pressure escalation or risk roles
• Proven incident management experience in fast-paced settings
• Ability to manage multiple urgent, complex cases without compromising quality
• Strong performance management and coaching of escalation/risk specialists
• Exceptional written and verbal communication for exec audiences
• High analytical capability and comfort with ambiguity

🎁 Benefits

• Canada annual pay range CAD 82,000–CAD 96,000
• Remote eligible in Canada; may require occasional office attendance