Local Service Leader Middle East and Africa

EgyptRemoteFull-timelead

Other

0 views0 saves0 applied

Apply Now

Quick Summary

Key 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.

Requirements Summary

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.

Technical Tools

Other

Requirements

~1 min read

Responsibilities

~1 min read

→ 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!

What We Offer

~1 min read

✓Remote Work: Work from the comfort of your home!

✓Salary: Base payment + 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.

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!

Learn more about our data protection practices in our Privacy Policy:

https://emergingtravel.notion.site/recruitment-privacy-notice

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!