Service Manager - United States - Virtual Location

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

As a Neo Service Manager, you’ll join our highly skilled Customer Service Neo team! Neo is an online booking tool (OBT) as well as an expense tool for business travel through a SaaS deployment. It gives them the opportunity to claim additional expenses for reimbursement. This includes expenses captured from credit cards statements, OCR of receipts, and manually entered claims. The service allows to capture VAT, compute policies and reimbursement rules, and much more. Many of those data are either personal or sensitive, which means a strong commitment to secure principles and compliance to certifications such as PCI-DSS.

This richness of choice makes the functional part very exciting and the technical challenges even more attractive. Our Service Manager team look after a dedicated customer portfolio with some strong focus on usability, performance, and scalability in an international environment. We’re most proud of our warm and inclusive culture, innovation in the travel tech space, internal promotions, and career advancement opportunities. 

What You’ll do on a Typical Day:

• As second-line support, you are primarily and wholly responsible for providing outstanding technical customer service and being constantly approachable to both our customers and business partners. 
• Receive client service requests via Neo Care portal regarding product configuration, functionality or complex issues, research with the client/partner to fully diagnose the issues and respond within the established SLA's. …