[Hiring] Cluster Service Leader @RateHawk
Feb 27, 2025 - RateHawk is hiring a remote Cluster Service Leader. đź’¸ Salary: competitive compensation and benefits package. đź“ŤLocation: APAC.
Role Description
As our Cluster Service Leader for the APAC Cluster, you will be the driving force behind managing our regional support operations. Your primary focus will be to manage our Local Support Team and Back Office Teams, drive continuous service improvements, and ensure seamless coordination across teams—all while aligning service performance with our business goals, budget and partner needs.
- Maintain operational efficiency across the entire support cluster, ensuring all processes, systems, and tools are functioning optimally.
- Develop, implement, and share best practices to enhance overall performance and service quality within the cluster.
- Adapt the team to regional customer service standards and drive initiatives to build and maintain partner loyalty.
- Lead and manage service improvement initiatives to enhance support processes and outcomes.
- Facilitate collaboration and alignment between back-office team leaders and Local Support Leaders to achieve unified objectives.
- Ensure that all teams within the cluster are working towards common goals with a cohesive vision.
- Work closely with the commercial team to align service expectations with business goals and client needs.
- Manage the hiring process and capacity planning for local support teams to ensure adequate staffing levels and team effectiveness.
- Handle team budgeting and prepare budget reports.
- Develop team performance metrics and ensure that the cluster complies with key performance indicators.
Qualifications
- Proven experience in the travel industry or a concierge agency, TMC, DMC, or tour operator environment.
- Strong leadership skills with a track record of managing support teams and driving operational improvements.
- Excellent communication and interpersonal skills, with an ability to foster teamwork and drive collaboration.
- A results-focused, problem-solving mindset combined with the ability to remain calm under pressure.
- A passion for exceptional customer service and a drive to continuously improve service processes.
- Proactivity, the ability to work independently and make decisions autonomously, and a strong willingness to take responsibility.
Benefits
- Fully remote work opportunities.
- Be part of a rapidly growing travel-tech company that’s changing the way the world travels.
- Enjoy a vibrant, innovative, and supportive work environment where your ideas are valued.
- Play a key role in building a world-class customer service operation across APAC region.
- Competitive compensation and benefits package, along with opportunities for professional growth and development.
Company Description
Founded in 2016 (part of Emerging Travel Group, est 2020) and created for travel market professionals, RateHawk has become one of the fastest-growing platforms for B2B industry players. An innovative and reliable partner for tens of thousands of travel agents, tour operators, and corporate clients.
- We offer over 1.8 million accommodation options, FIT & group reservations, car rental, transfers, and other travel-related services for both leisure and business travel.
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| đź“Ť | Be aware of the location restriction for this remote position: APAC |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
competitive compensation and benefits package
|
Remote
Location
APAC
|
|
Job Type
full-time
|
Posted
Feb 27, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: APAC |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
