Remote Local Service Leader – Travel Support (MEA)

Emerging Travel Group; EE. UU.; A distancia; USD 85.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Bonus potential

Corporate discounts

Descripción de la vacante

RateHawk, part of the Emerging Travel Group, seeks a Local Service Lead to guide a regional support team delivering fast, high-quality resolutions for B2B partners. The role emphasizes leadership, proactive issue handling, and cross‑department collaboration in a remote-capable setup.

You will manage service quality, monitor KPIs, and drive improvements while representing RateHawk in client relations across the region.

Formación

• Experience in travel industry or B2B service operations.
• Proactive issue handling and escalation management.
• Strong communication and performance-review skills.
• Process design, optimization and service standardization.

Responsabilidades

• Lead and coach LocalServiceSpecialists and ServiceManagers, balance workload and meet SLAs.
• Oversee operations, monitor QA, CSat/NPS, and escalation flow.
• Own regional KPIs (SLA, CSat, NPS, FCR, AHT) and produce actionable reports.
• Manage key accounts, understand service needs, and act as escalation point.
• Ensure Tone of Voice aligns with RateHawk standards.

Conocimientos

Team leadership

Cross-functional collaboration

Performance coaching

Customer service excellence

Analytical thinking

Herramientas

CRM systems

Data reporting tools

Descripción del empleo

RateHawk, part of the Emerging Travel Group, seeks a Local Service Lead to guide a regional support team delivering fast, high-quality resolutions for B2B partners. The role emphasizes leadership, proactive issue handling, and cross‑department collaboration in a remote-capable setup.

You will manage service quality, monitor KPIs, and drive improvements while representing RateHawk in client relations across the region.