Dallas, Texas, United States · On-site
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Dallas, Texas, United States · Remote OK
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · Hybrid
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · Hybrid
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Dallas, Texas, United States · On-site
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The Chat Lead manages the digital chat channel, overseeing both AI-assisted and live agent interactions to ensure brand-aligned guest experiences. They collaborate with the AI Admin Lead to optimize virtual agent performance and provide backup support for voice and cruise consultant functions.
Candidates need at least 2 years of contact center or customer service experience, preferably within the cruise or luxury travel industry. Proficiency in digital communication platforms, CRM tools, and strong written communication skills are required.
Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and four all-suite yachts carry just 148 to 342 guests and cruise around the world. Our mission is to imagine and deliver personalized and immersive experiences 180 degrees from ordinary. We enrich people’s perspective through inspired travel.
Our Mission: Enriching Lives Through Travel
Our Values: Guest Obsessed, Open and Inviting, Fun-Loving and Focused, Light-Hearted and Genuine, Casual Yet Polished, Safe and Responsible.
Job Summary:
The Chat Lead serves as the primary point of ownership for Windstar Cruises' digital chat channel, including both AI-assisted virtual interactions and live agent conversations. This role plays a central part in the contact center's technology-forward future state, acting as a subject matter expert for chat-based guest engagement and supporting the broader team's transition toward AI-augmented service delivery. The Chat Lead maintains the Windstar standard of personalized, 180 degrees from Ordinary guest experiences across every digital touchpoint.
Benefits:
For full-time employees, Windstar offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts & Travel Deals.
EEO:
Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
World's Best Small Ship Cruise Line provides experiences 180 degrees from ordinary
Windstar Cruises operates a fleet of six small sailing and all-suite yachts visiting approximately 260 ports in 2020 sailing throughout Europe, the Caribbean, Costa Rica and the Panama Canal, Australia, New Zealand, Asia, Alaska, Canada and New England, and cruising year-round in Tahiti. Windstar’s fleet is the market leader in small ship cruising with a total of 1,574 passenger berths calling on off-the-beaten-path and popular ports in over 60 countries. The boutique cruise line carries fewer than 350 passengers on its small ships and takes travelers on cruises that are 180 degrees from ordinary. They are known for their immersive and authentic experiences, unique, port-intensive itineraries, exceptional award-winning service, and innovative culinary program as the Official Cruise Line of the James Beard Foundation. Windstar Cruises is a part of Xanterra Parks & Resorts®, known for “Legendary Hospitality with a Softer Footprint.” Windstar Cruises is an Equal Opportunity Employer. For Open Positions visit our web site: https://www.windstarcruises.com/our-company/careers/open-positions/
Offices: 8400 NW 36th St, Suite 520, Miami, Florida 33166, US
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