Guest Connections Supervisor

Your Purpose

As a Guest Connection Supervisor, you will play a pivotal role in shaping the guest experience and supporting your team in delivering exceptional service. You will be the first line of support for Sr. Guest Connections Specialists, ensuring they are equipped to handle inquiries, resolve grievances, and provide knowledgeable recommendations to the Guest Connections Team. Your ability to track service trends, monitor performance, and optimize procedures will directly enhance operational efficiency and guest satisfaction. Additionally, your expertise in troubleshooting, training, and overseeing communication standards will reinforce Brightline’s commitment to seamless interactions across phone, chat, and email. Through leadership and proactive engagement, you will create a service-driven environment that leaves a lasting impression and ensures guests feel confident in their choice to travel with Brightline.

In this role, you will oversee a team of Guest Connections Specialists and Senior Guest Connections Specialists, who are remote and/or hybrid.

Pay Rate - up to $28.00 an hour

If you dare to lead, build strong relationships with people across different perspectives, and are driven to make things happen for your teammates, this is the perfect opportunity!

Your Role [Essential Functions]:

• Team Leadership & Performance: Oversee Guest Connections teammates, monitor attendance, facilitate a healthy team culture, and uphold Brightline’s service standards.
• Guest Service & Issue Resolution: Manage escalated grievances, empower teammates with training, and track service trends to drive improvement.
• Systems & Compliance Expertise: Guide specialists in utilizing tools effectively, ensuring policy, procedure, and privacy compliance, and maintaining policy accuracy in guest interactions.
• Incident & Recovery Management: Coordinate guest recovery efforts, process compensation for service disruptions, and support emergency response strategies.
• Safety & Security Monitoring: Identify and report security concerns, assisting in emergency preparedness and operational safety initiatives.
• Operational Reporting & Process Optimization: Maintain key performance reports, track guest concerns, and refine service procedures for efficiency.
• Training and Development: Support current and new teammates through specialized training, performance assessments, and the development of skill‑based training programs.
  
  

Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Managerial Responsibility

• Supervisory influence to hire, transfer, suspend, layoff, recall, promote, discharge, assign, reward, discipline, or effectively recommend such actions.
  
  

Experience & Qualifications

Required Education and Experience:

• You have at least 3 years of experience working in a guest/customer service role, whether in-person or an inbound call center handling a high volume of contacts per day, or at least 2 years of experience as a guest/customer service Team Lead or equivalent.
• You love working with people, staying upbeat and positive for hours on end (including in stressful times), and skillfully adapting your communication style to fit a diverse group of people.
• You have sound judgment while thinking and acting independently.
• Your verbal and listening skills are excellent and geared towards superior guest satisfaction, in written communication and over the phone.
• You are adept in data analytics and possess strong advanced math.
• You are a minimum of 18 years old.
• This role falls within a department with a seniority shift bidding process, which means you can work shifts, including early mornings, late nights, weekends, and holidays.
  
  

Knowledge Skills & Abilities

• You can type a minimum of 60wpm, are a multi-tasker, and can prioritize concurrent issues effectively. You have advanced computer skills and are advanced in data analytics.
• You speak, read, and write English at a College level, using appropriate punctuation, grammar, and spelling.
• Ability to collaborate effectively with cross-functional teams and external partners.
• The ability to speak multiple languages is a PLUS.
  
  

Work Environment

Works in a clean, air-conditioned office space, free of noise, dust, and humidity.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear. Occasional lifting of light items required. No specific vision requirements.

Objects weighing 70 pounds or more must be accompanied by a second individual to avoid injury.

Travel

None

Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in Florida. Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded rapid rail service in the country.

Brightline is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.