Where passion meets opportunity
The best of your adventures is the one you have yet to sail!
Your Purpose
The Sales Support Coach serves as a frontline leader responsible for coaching, developing, and supporting a team of Sales Support Specialists who provide dedicated service to the MSC Cruises travel advisor community.
The team supports travel advisors with agency account management, commission inquiries, training platform access, applicable booking needs, and other matters related to their overall business relationship with MSC Cruises.
The Sales Support Coach ensures consistent delivery of exceptional service while fostering strong partnerships with travel advisors and internal Business Development Managers. This role combines people leadership, operational oversight, and relationship management to support travel advisor satisfaction, strengthen loyalty, and contribute to the Company’s trade sales objectives.
The ideal internal candidate is a trusted and knowledgeable team member who demonstrates strong leadership potential, sound judgment, excellent communication skills, the ability to lead effectively in a remote environment, and a genuine commitment to developing others and strengthening business relationships.
This position supports a 7-day-a-week operation. Regularly scheduled hours may include evenings, weekends, and holidays. Flexibility is required, as schedules may be adjusted based on business, staffing, and operational needs.
Your Impact
- Lead, coach, and develop a team of Sales Support Specialists to achieve departmental goals, service standards, and performance expectations.
- Conduct regular coaching sessions, performance discussions, and development planning to support employee growth, accountability, and engagement.
- Monitor real-time and historical team productivity, quality, service levels, advisor satisfaction, first contact resolution and other applicable performance measures.
- Serve as the primary escalation point for complex travel advisor concerns, agency account issues, and business relationship matters requiring leadership intervention.
- Oversee the timely and accurate resolution of inquiries related to agency accounts, commission status, training access, applicable booking support, and other travel advisor servicing needs.
- Provide guidance on company policies, procedures, systems, and trade support processes.
- Support the onboarding, training, and continued development of Sales Support Specialists.
- Partner closely with Business Development Managers to support agency relationships, sales initiatives, account concerns, and travel advisor engagement activities.
- Train and coach Sales Support Specialists to identify opportunities to promote MSC Cruises trade tools (MSC Book), educational platforms and sales campaigns.
- Drive a first-contact resolution culture by ensuring Sales Support Specialists fully own and resolve incoming requests within their capability.
- Collaborate with Sales, Commercial, Revenue Management, Marketing, Training, IT, and other internal business partners to resolve issues and improve the travel advisor experience.
- Use reporting, case insights, and performance results to identify trends, coaching opportunities, service gaps, and process improvements.
- Exercise critical thinking to investigate root causes of recurring agent and process errors, implementing corrective actions.
- Take proactive ownership of team output, ensuring high accuracy, continuous performance tracking, and direct accountability for team quality and resolution standards.
- Ensure accurate documentation, appropriate follow-up, and timely closure of travel advisor inquiries and escalations.
- Identify recurring travel advisor pain points and recommend improvements that enhance efficiency, service quality, and advisor satisfaction.
- Foster a positive, inclusive, collaborative, and relationship-focused team environment.
- Support workforce planning, schedule adherence, and operational coverage requirements to ensure consistent service for travel advisors and internal sales partners.
- Recognize strong performance and address performance concerns in a timely, fair, and constructive manner.
- Promote continuous improvement initiatives that strengthen advisor loyalty and support trade sales growth.
- Perform other duties as assigned.
Your Journey so far
The Sales Support Coach will be expected to:
- Develop an engaged, knowledgeable, and effective team of Sales Support Specialists.
- Deliver consistent and exceptional service experiences for travel advisors and agency partners.
- Consistently achieve and maintain target Quality Assurance (QA) benchmarks and Service Level Agreement (SLA) times.
- Proactively identify operational quality gaps and demonstrate measurable improvement in team accuracy and root-cause issue resolution.
- Strengthen collaboration among Sales Support, travel advisor agencies, and Business Development Managers.
- Improve travel advisor satisfaction, service quality, and operational efficiency.
- Ensure timely and accurate resolution of agency account, commission, training access, and other advisor-related inquiries.
- Foster a culture of accountability, collaboration, continuous learning, and commercial partnership.
Your Essentials
MSC Cruises is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
