Local Service Lead

Summary

Join RateHawk, a dynamic and innovative company revolutionizing the travel industry, as a Local Service Lead. Lead and coach a team of Local Service Specialists and Service Managers, focusing on resolving booking issues for B2A partners. Ensure quick, high-quality resolutions by overseeing operations, monitoring service performance, and maintaining strong client relations. This role demands strong leadership, problem-solving skills, and a proactive approach. You will be responsible for regional KPIs, reporting, and process improvement. RateHawk offers remote work, a base salary plus monthly bonus, a dynamic team, growth opportunities, learning and development, and corporate perks.

Requirements

• 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

Responsibilities

• 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

Benefits

• Remote Work: Work from the comfort of your home!
• Salary: base payment + monthly 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