Service Account Executive

Location: BGC Taguig, Philippines; hybrid setup with 2–3 days onsite per week. Work schedules may include various shifts, mostly EMEA midshift.

Company

hirify.global provides technology products and solutions for the travel industry.

What you will do

• Serve as the main customer care interface for selected strategic accounts and ensure delivery against agreed service levels.
• Lead regular service reviews, Monthly Reviews, QBRs, and follow-up activities.
• Act as the escalation point for complex or critical service-related issues.
• Conduct deep-dive service reviews, trend analyses, backlog monitoring, and performance tracking.
• Drive service optimization initiatives, digital-process adoption, and proactive mitigation plans.
• Maintain customer Service Handbooks and support contractual deliverables and Customer Success Plans.

Requirements

• Bachelor’s degree or higher, or equivalent experience.
• At least 3 years of customer-facing experience, ideally in customer support, delivery management, or a related technology-driven environment.
• Experience handling critical issues, reviewing services, monitoring backlogs, and tracking performance.
• Strong skills in building reports, analyzing data and trends, and presenting insights.
• Deep understanding of customer care processes and tools, with hands-on experience using Microsoft Office and analytics tools such as Qlik Sense.
• Fluent English is required. Hybrid work in BGC Taguig with 2–3 onsite days per week and flexibility for mostly EMEA midshifts is required.

Nice to have

• Degree in Tourism or Computer Science.
• Travel-industry experience or exposure to hirify.global products and solutions.
• ServiceNow experience.
• French or Spanish language skills.

Culture & Benefits

• Inclusive workplace focused on belonging, fair treatment, and equal opportunity.
• Opportunity to collaborate with operational teams, strategic customers, and the Extended Account Management team.
• Role provides independence, with guidance primarily for the most complex situations.