[Hiring] Local Service Leader @RateHawk

Role Description

We're looking for a passionate and experienced Local Service Leader 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.

• Team management: Lead and coach Local Service Specialists and Service Managers, balance workload and make sure SLAs are met, run 1‑on‑1s, give feedback, drive growth.
• Operational oversight: Keep the phone line healthy, minimise 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.

Qualifications

• 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!

Benefits

• Remote Work: Work from the comfort of your home!
• Salary: Base payment + bonus.
• Dynamic Team: Be part of a young and energetic group of specialists.
• Growth Opportunities: Tackle interesting and ambitious tasks that will elevate your professional skills.
• Learning & Development: We support your growth through seminars, trainings, and conferences.
• Perks: Take advantage of corporate discounts on hotels and other services.

The Process

• Meeting with HR: A friendly chat with our HR team.
• One minute Internet Speed Test: Just to make sure you’re all set for remote work.
• Meeting with Hiring Manager: Another friendly chat.
• Interview results!