Client Services Manager

TL;DR

Client Services Manager (Travel Tech): Shaping and delivering client service across global accounts, leading a team, and taking ownership of feedback and escalation processes. Focus on identifying risks early, initiating mitigation actions, and translating recurring issues into structural improvements that enhance service quality and client satisfaction.

Location: Hybrid working model (2 days from home), with the possibility of working 2 weeks from abroad.

Company

hirify.global builds technology that helps global travel companies move people smoothly and reliably.

What you will do

• Lead and develop a team of Client Care specialists, setting clear KPIs and accountability.
• Own Zendesk and all client feedback channels, ensuring fast, structured, and professional complaint handling.
• Personally manage high-impact or sensitive escalations, particularly for strategic accounts.
• Act as the operational owner for key accounts, building strong relationships with client stakeholders.
• Translate recurring issues into structural improvements that enhance service quality and client satisfaction.
• Build dashboards and track key trends (Power BI / Zendesk) to drive data-driven decision-making.

Requirements

• 5+ years of experience in client service, account management, or airline ops.
• Proven track record of leading a team
• Strong written and spoken English (additional languages are a bonus).
• Hands-on experience with Zendesk or similar platforms.
• Comfortable working with Excel and Power BI.
• A structured mindset—you like building processes, but you keep things practical.

Nice to have

• Background in aviation, assistance, or travel tech.

Culture & Benefits

• NS Business Card: Commuting costs covered.
• Experience Our Service: Use the cab service twice a year.
• Healthy Lifestyle: Fresh fruit from the canteen, meal discount options.
• Holiday Allowance: 8% holiday allowance.
• Vacation Days: 25 days of vacation each year.
• Remote Work: Hybrid working model (2 days from home), with the possibility of working 2 weeks from abroad.
• Pension Contribution: 2.5% contribution toward your pension.