Local Service Leader

TL;DR

Local Service Leader (Customer Operations): Lead a regional team resolving booking issues for B2A partners with an accent on SLA-driven operations, escalation handling, and service quality monitoring. Focus on owning KPIs (CSAT/NPS/FCR/AHT), coaching specialists, and turning QA and performance insights into process improvements.

Location: Remote (Romania, Slovakia, Cyprus, Bulgaria, Greece)

Company

hirify.global is a travel technology company focused on improving customer service across the travel industry.

What you will do

• Lead and coach Local Service Specialists and Service Managers, balance workload, run 1-on-1s, and ensure SLAs are met.
• Oversee operational performance: keep the phone line healthy, minimize lost rate, monitor consultation quality via QA checks, and manage escalations.
• Own regional KPIs (SLA, CSat, NPS, FCR, AHT, lost calls) and produce weekly/monthly reports with action plans.
• Manage client relations in the region: know key accounts and segments, represent support, collect market feedback, and act as final escalation point for critical issues.
• Ensure every reply matches hirify.global’s Tone of Voice (friendly, confident, detail-oriented).

Requirements

• Experience in the travel industry or with B2B service operations.
• Proven leadership skills: comfortable leading cross-functional efforts, mentoring, and conducting performance reviews.
• Strong communication and problem-solving skills, with a track record of improving team performance.
• Analytical mindset and process orientation: experience designing, optimizing, and standardizing service processes.
• Budgeting and reporting experience, including hiring, budgeting, and resource planning.

Culture & Benefits

• Remote work from home.
• Base payment plus a monthly bonus.
• Learning and development support through seminars, trainings, and conferences.
• Corporate discounts on hotels and other services.
• Opportunities to take on ambitious tasks and grow professionally.

Hiring process

• Meeting with HR.
• Internet speed test and meeting with the hiring manager.
• Interview results and offer.