Customer Operations Specialist (Traveltech)

Location: Kuala Lumpur, Malaysia; hybrid work with work from home up to 2 days per week depending on team needs; up to 30 days per year of work from any location in the world.

Company

hirify.global provides technology and communications solutions for airports, airlines, borders, and the global air travel industry, serving international airports and transportation and government clients.

What you will do

• Oversee service delivery and technical performance with the customer-facing account team.
• Conduct regular customer service reviews and support executive reviews and planning.
• Build customer knowledge, maintain operational insights, and keep back-office functions updated.
• Manage customer change requests, change management, and problem management processes.
• Identify and escalate technical issues requiring higher-level or specialized support.
• Follow up on issue resolution, collaborate across departments, and maintain customer satisfaction.

Requirements

• 2–4 years of experience in customer service.
• Experience troubleshooting technical issues and working with customer-facing teams.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Exposure to change management and problem management processes.
• A bachelor's degree in Information Technology, Customer Service Management, or another related field; equivalent work experience may be considered instead of formal education.

Nice to have

• ITIL certification for change and problem management processes.
• Certifications or training in leadership or management, such as Certified Team Leader, for team lead responsibilities.

Culture & Benefits

• Inclusive and diverse international environment operating across 200 countries and 60 languages and cultures.
• Flex Day to adapt the workday to personal plans.
• Employee Assistance Program for employees and dependents, plus Champion Health wellbeing support.
• Professional development through LinkedIn Learning, Microsoft’s Enterprise Skills Initiative, Airport Council International, Pluralsight, Harvard Business Publishing, Stanford, and other learning platforms.
• Competitive benefits aligned with the local market and employment status.