Local Service Lead (Italy)

Join Our Team as 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.

We're looking for a passionate and experienced Local Service Lead to lead a team focused on resolving booking issues for B2A partners, ensuring quick and high-quality resolutions. This role requires strong leadership, a proactive approach to problem-solving, and close collaboration across departments.

Requirements

What You'll Do:

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

What We're Looking For:

1. Experience in the travel industry or with B2B service operations
2. Strong leadership and initiative: comfortable leading cross-functional efforts, sharing knowledge, mentoring teams on proactive issue handling
3. Excellent communication skills: problem-solving abilities with a track record of conducting effective performance reviews and driving team improvements
4. Strong analytical and problem-solving skills: you're not just putting out fires; you're building fire-proof systems
5. Process-oriented: experience in process design, optimization, and service standardization
6. Team player with a coaching mindset: supportive of others, open to feedback, focused on continuous improvement
7. Experience in budgeting and reporting: hiring, resource planning

Benefits

What We Offer:

1. Remote work: work from the comfort of your home!
2. Salary: base payment + monthly bonus
3. Dynamic team: be part of a young and energetic group of specialists
4. Growth opportunities: tackle interesting and ambitious tasks to elevate your skills
5. Learning & development: seminars, trainings, conferences to support your growth
6. Perks: corporate discounts on hotels and other services

The Process:

1. Meeting with HR: a friendly chat with our HR team
2. One-minute internet speed test: to ensure you're set for remote work
3. Meeting with hiring manager: another friendly chat
4. Interview results and offer!

If this sounds like the perfect fit for you, we'd love to hear from you! Apply now and let's create amazing travel experiences together!