Client Service Manager (Air Travel)

TL;DR

Client Service Manager (Air Travel): Managing customer contract performance and operational success for the global air travel industry with an accent on service delivery and customer satisfaction. Focus on overseeing technical performance, performing service reviews, and managing change and problem management processes.

Location: Tokyo, Japan (Hybrid: work from home up to 2 days/week)

Company

hirify.global provides technology and communication innovations to airports, airlines, and governments to power the global air travel industry.

What you will do

• Oversee the delivery and technical performance of services for customer accounts.
• Conduct regular customer service and executive reviews to ensure operational success.
• Develop deep customer intimacy and ensure knowledge is shared across back-office functions.
• Identify, manage, and escalate customer change requests and technical issues.
• Supervise change management and problem management processes.
• Collaborate across departments to resolve issues and maintain a positive customer experience.

Requirements

• 4-7 years of experience in technical troubleshooting and customer-facing roles.
• Bachelor's degree in Business Administration, IT, or a related field.
• ITIL certification for change and problem management processes.
• Hands-on experience with CRM and ticketing systems.
• Experience in stakeholder communication and team-level resource planning.

Culture & Benefits

• Flexible work arrangement with 2 days of WFH per week.
• Flex Day to customize your workday to suit your life plans.
• Flex-Location: possibility to work from any location worldwide for up to 30 days a year.
• Employee Assistance Program (EAP) and a personalized wellbeing platform.
• Professional development via LinkedIn Learning, Pluralsight, Harvard Business Publishing, and more.