Local Service Lead at RateHawk

At RateHawk, part of the fast-growing Emerging Travel Group, we’re on a mission to revolutionize the travel industry with cutting-edge technology and unparalleled customer service. We pride ourselves on our dynamic, innovative culture and are seeking seasoned professionals from the travel industry who are passionate about building the best customer service in the region.

Requirements

What You'll Do:

• Lead and coach Local Service Specialists and Service Managers, balance workload and ensure SLAs are met, run 1-on-1s, give feedback, and drive growth.
• Keep the phone line healthy, minimize lost rates, monitor consultation quality (QA checks, CSat/NPS reviews), own the escalation flow, and step in on sensitive cases.
• Own regional KPIs: SLA, CSat, NPS, FCR, AHT, lost calls, produce clear weekly/monthly reports, and turn insights into actions.
• Know key accounts, their segments and service needs, represent support in the region, collect market feedback, and act as the final escalation point for critical issues.
• Ensure every reply sounds like RateHawk: friendly, confident, and detail-oriented.

What We're Looking For:

• Experience in the travel industry or with B2B service operations.
• Strong Leadership & Initiative: Comfortable leading cross-functional efforts, sharing knowledge, and mentoring teams on proactive issue handling.
• Excellent Communication: Problem-solving skills with a track record of conducting effective performance reviews and driving team improvements.
• Strong Analytical & Problem-Solving Skills: Building fire-proof systems, not just putting out fires.
• Experience in process design, optimization, and service standardization.
• Team Player with a Coaching Mindset: Supportive of others, open to feedback, and focused on continuous improvement.
• Experience in hiring, budgeting, and resource planning.
• Arabic knowledge is a plus.

Benefits

What We Offer:

• Remote work from the comfort of your home.
• Base payment + bonus.
• Be part of a young and energetic group of specialists.
• Growth opportunities with interesting and ambitious tasks to elevate your professional skills.
• Support for your growth through seminars, trainings, and conferences.
• Corporate discounts on hotels and other services.