Local Service Leader Middle East and Africa

• → 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.
  

• 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.
• Languages: Arabic knowledge is a plus!
  
  

• Meeting with HR: A friendly chat with our HR team.
• One minute Internet Speed Test: Just to make sure you’re all set for remote work.
• Meeting with Hiring Manager: Another friendly chat.
• Interview results!
  

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If this sounds like the perfect fit for you, we’d love to hear from you! Apply now and let’s create amazing travel experiences together!