Local Support Specialist

Summary

Join our team as a Local Support Specialist at RateHawk, a fast-growing international travel-tech company. Help our B2B partners by taking calls, providing advice, and giving updates in Italian and English. Manage incoming tickets, booking modifications, and escalations. Collaborate with other departments to ensure smooth workflows. Maintain clear communication and accurately document all interactions. We offer remote work, a base salary plus monthly bonus, opportunities for growth, and professional development.

Requirements

• Language Skills: Advanced level of Italian and English – you’ll need to speak and write fluently
• Proactive Mindset: You don’t just solve problems – you prevent them. You anticipate partner needs and take initiative
• Cool Under Pressure: Able to handle multiple tasks, stressful situations, and urgent issues with professionalism and calm
• Empathetic Communicator: You understand and empathize with customer concerns while working toward the best solution
• Quick Learner: Fast at picking up new tools, systems, and processes with a result-oriented mindset

Responsibilities

• Help Our Partners: Take calls, provide initial advice and provide regular updates on ongoing cases to our B2B partners in Italian and English
• Be Transparent & Customer-Centric: Ensure clear, honest communication that reflects our commitment to outstanding partner satisfaction
• Handle Tickets & Escalations: Manage incoming tickets, follow up on escalations, and proactively work on resolution and prevention
• Manage Bookings: Handle booking modifications and relocations with attention to detail and urgency
• Team Collaboration: Actively support and coordinate with other departments to ensure smooth workflows and excellent service delivery
• Manage Expectations: Balance the needs and expectations of both partners and account managers to deliver satisfying outcomes
• Record Details: Accurately document all work and partner interactions in our CRM system

Preferred Qualifications

• Industry Experience: Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is a big plus!
• Knowledge of Spanish, Greek, Romanian, Serbian or other language is an advantage!

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