Customer Operations Lead Specialist (SaaS)

Location: Algiers, Algeria. Hybrid arrangement with work from home up to 2 days per week depending on team needs.

Company

hirify.global develops technology and communication solutions for airports, airlines, and border-management organizations worldwide.

What you will do

• Build partnerships with customer channel partners and executive sponsors, drive product adoption, and represent the customer within hirify.global.
• Manage end-to-end operational escalations and address customer dissatisfaction risks proactively.
• Lead continual process improvement, service improvement plans, and recommendations for service upgrades.
• Partner with Sales and Bid teams to identify renewals, expansion opportunities, and operational cost factors.
• Manage assigned client service staff and third-party suppliers according to contract specifications.
• Maintain knowledge of hirify.global products and services and contribute to customer onboarding, training, and operational support.

Requirements

• Bachelor’s degree in IT, telecommunications, or an equivalent field.
• 4–7 years of customer-facing experience delivering IT services, plus a stated track record of 8+ years in operational leadership.
• Bilingual or multilingual communication in Arabic, English, and French is required.
• Experience with customer relationship and stakeholder management, onboarding and training, operational project coordination, and business growth through operational insights.
• Proficiency in data analysis, operational reporting, service metrics, SLA adherence, case resolution time, NPS, CSAT, and customer health scores.
• Strong communication, problem-solving, people leadership, time management, and organizational skills.

Nice to have

• Experience in the airline and travel industry.
• ITIL certification.

Culture & Benefits

• Inclusive, diverse environment operating across 200 countries and 60 languages and cultures.
• Flex Day arrangements to adapt the workday to personal plans.
• Flex-Location benefit allowing up to 30 days per year of work from any location worldwide.
• Employee Assistance Program and Champion Health wellbeing platform.
• Professional development through LinkedIn Learning, Microsoft’s Enterprise Skills Initiative, Pluralsight, Harvard Business Publishing, Stanford, and other learning programs.
• Competitive benefits aligned with the local market and employment status.