Sr Account Manager (TravelTech)

TL;DR

Sr Account Manager (TravelTech): Leading a client care team to transform service from reactive to proactive for global airline and travel partners with an accent on escalation processes and data-driven client health monitoring. Focus on designing scalable tools such as client health scores, optimizing Zendesk workflows, and establishing structural service improvements.

Location: Hybrid (Hoofddorp, Netherlands)

Company

hirify.global provides a global platform for airlines and travel partners to manage ground transport and hotel bookings in over 110 countries.

What you will do

• Lead and develop a team of Client Care specialists, setting KPIs and accountability.
• Own Zendesk and all client feedback channels to ensure professional complaint handling.
• Personally manage high-impact escalations for strategic global accounts.
• Lead service performance discussions during QBRs and proactively manage client health.
• Analyze escalation trends using Power BI and Zendesk to drive structural improvements.
• Launch scalable tools, including client health scores and trigger-based alerts.

Requirements

• 5+ years of experience in client service, account management, or airline operations.
• Proven track record of leading and developing a team.
• Strong written and spoken English.
• Hands-on experience with Zendesk, Excel, and Power BI.
• Structured mindset focused on building practical internal processes.

Nice to have

• Background in aviation, assistance, or travel tech.
• Additional language skills.

Culture & Benefits

• Hybrid working model (2 days from home) with the possibility of working 2 weeks from abroad.
• Commuting costs covered via NS Business Card or travel expense reimbursement.
• 25 vacation days per year plus an 8% holiday allowance.
• Pension contribution of 2.5%.
• Office perks including fresh fruit and meal discounts.