Job description
About Us:
At RateHawk, part of the fast-growing Emerging Travel Group, we’re on a mission to revolutionize the travel industry with cutting-edge technology and unparalleled customer service. We pride ourselves on our dynamic, innovative culture and are seeking seasoned professionals from the travel industry who are passionate about building the best customer service in the region.
The Role:
As our Cluster Service Leader for the North & South America Cluster, you will be the driving force behind managing our regional support operations. Your primary focus will be to manage our Local Support Team and Back Office Teams, drive continuous service improvements, and ensure seamless coordination across teams—all while aligning service performance with our business goals, budget and partner needs.
- Maintain operational efficiency across the entire support cluster, ensuring all processes, systems, and tools are functioning optimally.
- Develop, implement, and share best practices to enhance overall performance and service quality within the cluster.
- Adapt the team to regional customer service standards and drive initiatives to build and maintain partner loyalty.
- Lead and manage service improvement initiatives to enhance support processes and outcomes.
- Facilitate collaboration and alignment between back-office team leaders and Local Support Leaders to achieve unified objectives.
- Ensure that all teams within the cluster are working towards common goals with a cohesive vision.
- Work closely with the commercial team to align service expectations with business goals and client needs.
- Manage the hiring process and capacity planning for local support teams to ensure adequate staffing levels and team effectiveness.
- Handle team budgeting and prepare budget reports.
- Develop team performance metrics and ensure that the cluster complies with key performance indicators.
What We’re Looking For:
- Proven experience in the travel industry or a concierge agency, TMC, DMC, or tour operator environment.
- Strong leadership skills with a track record of managing support teams and driving operational improvements.
- Excellent communication and interpersonal skills, with an ability to foster teamwork and drive collaboration.
- A results-focused, problem-solving mindset combined with the ability to remain calm under pressure.
- A passion for exceptional customer service and a drive to continuously improve service processes.
- Proactivity, the ability to work independently and make decisions autonomously, and a strong willingness to take responsibility.
Why Join Us?
- Fully remote work opportunities.
- Be part of a rapidly growing travel-tech company that’s changing the way the world travels.
- Enjoy a vibrant, innovative, and supportive work environment where your ideas are valued.
- Play a key role in building a world-class customer service operation across North and South America.
- Competitive compensation and benefits package, along with opportunities for professional growth and development.
Join our team and help us redefine customer service in the travel industry!
