Top Customer Support Jobs in Baltimore, MD

Leads multiple global travel support teams operating 24/7. Responsibilities include developing standardized processes, improving operational scale, managing escalations, monitoring service levels and customer satisfaction, conducting root-cause analysis, coaching managers, supporting hiring and training, and reporting performance. The role requires contact-center leadership, travel industry systems experience, customer-service expertise, analytical problem solving, and flexibility for nontraditional shifts and potential weekend on-call coverage.

Manage end-to-end domestic and international corporate travel bookings using Sabre, including PNRs, ticketing, and exchanges. Resolve complex, time-sensitive travel issues, coordinate with vendors, and support independent travel advisors and clients. Maintain strong client relationships through clear communication, accuracy, organization, and high-quality service while handling high volumes of requests. Stay current on travel industry practices, regulations, products, destinations, and operating procedures.

Lead Headway’s customer experience operation across Agent Success, Customer Care, Programs, and Systems, managing over 100 employees and 800 partner agents. Own end-to-end support quality, performance, staffing, forecasting, costs, training, QA, procedures, systems, and AI-enabled automation. Partner with Product and R&D to improve customer experience and reduce support demand while developing a high-performing leadership team.

Provide technical customer support for Moov’s SDKs, APIs, and integrations through email, Slack, web forms, and in-app channels. Troubleshoot frontend and API issues, create proof-of-concept implementations, guide customers through best practices, and collaborate with Product, Engineering, and Technical Writing teams. Analyze recurring issues, improve documentation and internal tooling, and help enhance customer satisfaction and resolution times.

Phone-based client advocate who assesses situations, determines eligibility for benefits/compensation, advises next steps, and navigates internal tools (Salesforce). Handles sensitive conversations with empathy, works at high volume, and is measured by client impact and performance metrics. No prior legal experience required.

Handles inbound and outbound calls, emails, case intake, triage, and customer or stakeholder inquiries for global medical and security assistance services. Opens, manages, documents, and closes cases; coordinates with medical, security, claims, and other teams; manages billing and travel assistance queries; prepares reports; follows client procedures and service-level agreements; and reports information security concerns. The role requires empathy, professionalism, multitasking, and rotating hybrid shifts.

Provides high-touch travel management for VIP clients, including complex domestic and international airline, hotel, car, and rail bookings through Sabre. Handles itinerary changes, quotes, ticketing, airline coordination, travel regulations, client communications, queue management, and issue resolution while meeting productivity and service KPIs. Maintains expertise in travel policies, codes, preferred vendors, and government travel requirements.

Provides onsite support at customer facilities, helping workers and supervisors navigate check-in, attendance, performance, conflicts, and Wonolo processes. Conducts worker orientations, monitors assignments, submits reports, documents outcomes, and supports recruiting operations. Builds client relationships, resolves real-time issues, manages no-shows and late arrivals, and helps de-escalate workplace situations. Requires regular travel to Baltimore-area warehouses or production facilities and flexible availability, including occasional early mornings, evenings, or weekends.

Provides inbound contact-center support for clients with fraud-related requests across calls, chats, and email. Resolves problems, maintains accounts, records interaction data, recommends solutions, escalates risk-related issues, and explains resolutions accurately. The role requires multitasking across systems, regulatory compliance, adaptability, strong communication, conflict management, and reliable attendance for a second-shift schedule including weekends or holidays.

Provides expert federal travel help desk support for NASA personnel, resolving complex authorization, reservation, voucher, reimbursement, regulatory, and travel-system issues. Advises travelers and officials on Federal Travel Regulation and NASA policies, supports ConcurGov and Go.gov, develops training materials and SOPs, communicates policy updates, and improves customer service processes. The role begins remotely but may transition to primarily in-office work near a NASA center.