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:

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

What We're Looking For:

• Industry Background: 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: You’re not just putting out fires; you're building fire-proof systems.
• Process-Oriented: 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.
• Budgeting and Reporting: Experience in hiring, budgeting, and resource planning.
• Languages: Arabic knowledge is a plus.