Cluster Service Leader

Summary

Join RateHawk, a dynamic and innovative travel-tech company, as our Cluster Service Leader for the North & South America Cluster. Manage regional support operations, including Local Support and Back Office Teams. Drive continuous service improvements and ensure seamless team coordination. Align service performance with business goals, budget, and partner needs. Develop and implement best practices, adapt to regional standards, and build partner loyalty. Lead service improvement initiatives and foster collaboration across teams.

Requirements

• 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

Responsibilities

• 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

Benefits

• Fully remote work opportunities
• Competitive compensation and benefits package, along with opportunities for professional growth and development