Service Manager

Summary

Join our team as a Service Manager at RateHawk, a fast-growing international travel-tech company! This role focuses on supporting top B2B clients in Japan, requiring fluency in English and Japanese. You will handle client escalations, monitor service metrics, collaborate with internal teams, and ensure client satisfaction. RateHawk offers a remote work environment, a dynamic team, growth opportunities, and various perks. The ideal candidate possesses strong communication, problem-solving, and technical skills, along with experience in the travel industry. Apply now to help us create amazing travel experiences!

Requirements

• Language Skills: Advanced level of English and Japanese – you’ll need to speak and write fluently
• Ability to work with tools: Comfortable with data and tools like CRM systems and dashboards
• Quick Learner: Ability to grasp new information quickly and focus on results
• Multi-Tasker: Capable of juggling multiple tasks and handling stress with ease
• Empathetic: A strong sense of empathy is essential

Responsibilities

• Support Our Top Clients: Be the go-to person for a select group of key partners. Handle escalations and help solve their trickiest issues
• Keep an Eye on Things: Monitor ongoing cases in our CRM and make sure nothing gets stuck. Step in early if something needs attention
• Stay in Touch: Send regular updates to clients and check in to make sure they’re happy with how things are going
• Track Performance: Use tools like Tableau and SQL to monitor service metrics and prepare reports
• Be Their Voice: Join client meetings, listen to their needs, and make sure their voice is heard internally
• Work as a Team: Collaborate with ops, support, and tech teams to make service even better

Preferred Qualifications

Travel Industry Experience: Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is an advantage! Experience in account or service management (B2B is a plus!)

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