Local Service Leader (Travel)

Location: Remote, with the role listed for Turkey and Egypt

Company

hirify.global is a travel technology company within Emerging Travel Group, focused on booking services and customer operations for B2A partners.

What you will do

• Lead and coach Local Service Specialists and Service Managers, balance workloads, conduct one-on-ones, and support professional growth.
• Oversee phone-line performance, consultation quality, escalation flows, and sensitive customer cases.
• Own regional KPIs including SLA, CSAT, NPS, FCR, AHT, and lost calls.
• Prepare weekly and monthly reports and turn operational insights into improvement actions.
• Manage key-account relationships, collect market feedback, and represent regional support needs.
• Maintain a friendly, confident, and detail-oriented service tone.

Requirements

• Experience in the travel industry or B2B service operations.
• Leadership experience with cross-functional collaboration, mentoring, and performance reviews.
• Strong communication, analytical, problem-solving, and process-design skills.
• Experience with service optimization, standardization, hiring, budgeting, and resource planning.
• Coaching mindset and commitment to continuous improvement.

Nice to have

• Arabic language knowledge.

Culture & Benefits

• Remote work from home.
• Base payment plus bonus.
• Learning support through seminars, training, and conferences.
• Corporate discounts on hotels and other services.
• Opportunities to work on ambitious tasks and develop professional skills.

Hiring process

• Meeting with HR.
• One-minute internet speed test.
• Meeting with the hiring manager followed by interview results.