{"id":4264198,"url":"https://alion.io/job/ferryhopper-customer-service-shift-supervisor","title":"Customer Service Shift Supervisor","company":{"id":55609,"name":"Ferryhopper","domain":"ferryhopper.com","url":"https://alion.io/company/ferryhopper","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Athens, Greece"],"countries":["GR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Looker","optional":true}],"status":"live","first_seen_at":"2026-11-13T16:25:52Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T16:25:52Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Ferryhopper is an equal opportunity employer that welcomes diversity and is committed to inclusion in the workplace. We do not accept discrimination and harassment of any kind. This policy applies to all employment practices within our company.\nThe Company\nFerryhopper is revolutionising online ferry booking, aiming to change the way people travel by ferry. We are collaborating with more than 360 ferry companies across 63 countries, bringing a fresh and seamless ferry booking experience. We always strive to cater to the needs of all travellers and keep improving our services.\nIf you want to know more about the team, read aboutFerryhopper in a nutshell.\nThe role\nAt Ferryhopper, our Customer Service team is a high-volume, fast-paced hub where no two days are the same. Our mission is vital: we guide thousands of travelers through every step of their journey to ensure a seamless experience.\nWe believe that exceptional service goes beyond simply resolving issues it's about meeting customers where they are, providing support that exceeds their expectations.\nWe’re looking for two experienced customer service pros who are ready to lead that team. If you’ve always been the go-to person on your shift and you’re ready for the next step, we want to hear from you!\nResponsibilities\nKeep your shift running smoothly and hit our customer satisfaction and resolution targets\nAllocate tasks and reprioritize in real time based on live data and incoming volume\nSupport agents with complex or escalated cases, helping them make decisions and manage their workload effectively\nCoordinate force majeure situations such as strikes, extreme weather, and bulk changes, keeping agents, ferry operators, and leadership in the loop\nSpot blocking issues early, escalate them, and report shift performance to CS leadership\nRun shift handovers so the incoming shift knows about ongoing issues and important updates\nHandle shift-related issues such as coverage gaps, scheduling conflicts, and attendance\nStep in to handle customer requests during peak periods\nSuggest improvements to our processes and tools so the whole team works better\nRequirements\nAt least 2 years of experience in a supervisory, shift-leading, or similar customer service leadership role, ideally in travel, tourism, or transport.\nExperience in supporting, coaching, or leading others, formally or informally (senior agent, trainer, team lead)\nExcellent communication skills in English and Greek, written and spoken\nCalm under pressure, well organised and comfortable making quick decisions\nGood analytical skills, with the ability to read and interpret performance data, understand key metrics and use insights to identify issues and opportunities for improvement\nGood working knowledge of Google Sheets or Microsoft Excel, including essential functions, formulas and data organization\nComfortable with ticketing and support tools, and quick to learn new ones\nAvailability for rotating shifts within our 08:00-20:00 coverage, Monday to Sunday, including weekend shifts on rotation (we always aim to keep schedules flexible and reasonable)\nA collaborative mindset, with the ability to motivate others, provide constructive feedback, and contribute to a positive team environment\nStrong problem-solving skills with the flexibility to adapt to changing priorities and step into hands-on customer support when needed\nNice to have\nExperience in a high-volume or 24/7 contact center, or working with outsourced support partners and in-house team \nAdvanced Google Sheets or Excel skills, including the ability to build reports, dashboards, and data analysis tools from scratch. Experience with Looker Studio is a plus.\nKnowledge of the ferry or wider travel booking industry\nFamiliarity with ferry ticketing and reservation systems, such as Certus, Liknoss, or similar platforms\nHands-on experience with QA, scheduling, or shift planning\nAnother European language (Italian, French, German, or Spanish)\nYour journey with us\nMonths 1-3: Customer Service Agent. Get onboarded and trained, then handle traveler requests via email, chat, and calls: bookings, cancellations, rebookings, and disruptions. Build the practical knowledge you'll need to confidently support and lead the team\nAround month 3: step into leadership. After nesting, gradually take on the leadership responsibilities and transition into your main focus of the Shift Supervisor role \nFrom then on: lead and grow. Take ownership of your shift, collaborate with other leaders, and help shape how our Customer Service runs\nThe annual salary range for this position is 21.700 - 25.000 gross, under Greek Labour Law.\nBenefits\nThe health of our company and the success of our products are directly related to the health of our team and the work environment we create for ourselves. With this in mind, we strive to provide an inclusive and positive working environment. In this respect, we offer:\nCompetitive compensation package\nEquipment of your choice\nTraining and educational budget throughout the year\nWork in a collaborative and dynamic environment\nGreat office space :)\nThree (3) additional days off on top of your statutory annual leave\nExclusive coupons for your personal ferry trips\nRemote & Hybrid Policy:\n Athens-based teams: The policy is to visit the office a minimum of three days per week","description_format":"text","description_chars":5317,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Greek","level":"All levels","optional":false},{"language":"Italian","level":"All levels","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":["Annual leave"],"hiring_locations":[{"name":"Greece","iso":"GR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel Agencies","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-11-13T16:25:52Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":31,"reasons":["conf:2","win:early"],"computed_at":"2026-11-13T19:17:45Z"},"pay":null,"html_url":"https://alion.io/job/ferryhopper-customer-service-shift-supervisor","json_url":"https://alion.io/job/ferryhopper-customer-service-shift-supervisor.json","meta":{"generated_at":"2026-11-13T19:17:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":38528,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":55609},"rest":"https://alion.io/mcp/rest/get_company?id=55609"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fferryhopper-customer-service-shift-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fferryhopper-customer-service-shift-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fferryhopper-customer-service-shift-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ferryhopper-customer-service-shift-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fferryhopper-customer-service-shift-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4264198}},{"tool":"search_jobs","arguments":{"company":"ferryhopper.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4264198},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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