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Own end-to-end recruitment, onboarding, training, and development for Travel Support Agents and Team Leads, including identifying suitable European hiring markets and maintaining learning materials. Lead the support quality assurance framework, review customer interactions, analyze quality and feedback data, and use findings to improve training, coaching, and processes.
We Dibbers are passionate travel enthusiasts who want to make travel planning as easy as possible - a few clicks and you are ready to go! We have built a Swedish cutting-edge online platform to streamline and digitalize the travel experience for companies, individual travelers and wanderlust groups. We are an innovative team who moves the limits and who loves to celebrate success!
DIB Travel is looking for a Training, Quality & Recruitment Manager to own how we find, train and develop our Travel Support team, from analyzing where in Europe to recruit to making sure every agent delivers top quality. You will own the full journey of every Travel Support Agent: from the first job ad to the day they handle complex travel cases on their own. You also own support quality: how we measure it, follow it up and keep raising the bar. You report to the Head of Travel Support. The role has no direct reports; instead, you work closely with the Support Managers and Team Lead.
Work with the Head of Travel Support and the Support Managers to forecast hiring needs based on volume, seasonality and growth
Own end-to-end recruitment process for Travel Support Agents and Team Leads, combining EU labor market analysis to identify the best hiring markets and build a strong pipeline of qualified, multilingual, and remote talent
Design and run onboarding that gets new agents productive quickly and confidently
Build and maintain training on our platform, travel products (GDS, airlines, hotels, rail), policies and customer communication
Use QA results, customer feedback and input from managers and team leads to see where agents need to improve, and follow up with targeted training
Develop learning paths so every agent keeps growing in their role, and create structured development plans for those who need to improve
Keep the knowledge base and training material up to date as our product and processes change
Own the quality assurance framework for Travel Support, including scorecards, standards and review routines
Review tickets, chats and calls regularly and give clear, actionable feedback to agents, managers and team leads
Run calibration sessions so quality is assessed the same way across the team
Analyze quality data, CSAT and customer feedback to find root causes and recurring issues
Turn quality insights into training, coaching and process changes, closing the loop between quality and learning
Track training results, such as ramp-up time, QA scores and CSAT, and report them to the Head of Travel Support
Continuously improve processes together with the Travel Support Managers, Team Leads and Head of Travel Support
5+ years of experience in recruitment, training, quality assurance or team development, ideally in customer support or a contact center
Experience from the travel industry, preferably corporate travel or a travel management company
Solid, hands-on experience with Amadeus (a must)
Knowledge of LinkOnline and other travel booking and support systems
Experience designing and delivering effective training, and working with quality assurance (QA), such as scorecards, ticket reviews and calibration
Fluent in English and Swedish, written and spoken
Able and willing to travel within Europe occasionally
Structured, with a strong sense of ownership and follow-through
Hands-on experience as a travel agent or travel support agent
Experience hiring and training remote or distributed teams
Experience working in Zendesk is a huge plus
Experience with Teamtailor or a similar recruitment system, and with setting up tools for training and internal knowledge sharing
Additional Nordic or European languages
An opportunity to play a key role with real impact on how our support team grows and performs
You can have freedom to have a real impact, to build and shape processes, not just follow them
A friendly, international team in a growing Swedish travel tech company
Remote work, preferably from Sweden, with flexible working hours
If you enjoy working with people and seeing them grow, you are clear and warm in how you communicate, comfortable working with numbers and feedback, and happy to roll up your sleeves in a fast-moving scale-up - send us your CV!
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