Local Service Leader (Travel)

TL;DR

Local Service Leader (Travel): Leading and coaching a team of service specialists to resolve booking issues for B2A partners with an accent on operational excellence and regional KPI management. Focus on designing scalable support processes, driving team performance, and acting as the final escalation point for critical client issues.

Location: Must be based in Romania, Slovakia, Cyprus, Bulgaria, or Greece

Company

hirify.global is a fast-growing travel technology company within the Emerging Travel Group, dedicated to revolutionizing the travel industry through innovative solutions and high-quality customer service.

What you will do

• Lead, coach, and mentor Local Service Specialists and Service Managers to drive team growth and ensure SLA compliance.
• Oversee regional operational performance, including monitoring consultation quality, managing escalation flows, and handling sensitive cases.
• Own regional KPIs such as SLA, CSat, NPS, FCR, and AHT, producing regular reports and actionable insights.
• Manage key account relationships, collect market feedback, and represent the support department in the region.
• Ensure all client communications maintain the hirify.global tone of voice: friendly, confident, and detail-oriented.
• Handle resource planning, budgeting, and hiring processes for the regional team.

Requirements

• Must be based in Romania, Slovakia, Cyprus, Bulgaria, or Greece.
• Proven experience in the travel industry or B2B service operations.
• Strong leadership skills with a track record of conducting effective performance reviews and mentoring teams.
• Analytical mindset with experience in process design, standardization, and optimization.
• Proficiency in budgeting, resource planning, and reporting.
• Excellent problem-solving skills and ability to drive cross-functional improvements.

Culture & Benefits

• Fully remote work environment.
• Competitive compensation package including base salary and monthly bonuses.
• Access to corporate discounts on hotels and travel services.
• Support for professional growth through seminars, trainings, and conferences.
• Opportunity to work in a dynamic, young, and energetic international team.

Hiring process

• Initial meeting with the HR team.
• Internet speed test to ensure remote work readiness.
• Interview with the Hiring Manager.