Hybrid Head of Customer Service

Posted last month

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About the role

  • Design and lead global customer support strategy
  • Lead, coach, and support global Customer Service and Operations teams
  • Develop market-specific service models maintaining quality and tone
  • Build relationships with OTA partners and manage service excellence
  • Champion the voice of the customer and drive continuous improvement initiatives
  • Monitor key service metrics and ensure timely resolution of complaints
  • Implement automation and technology integrations to enhance support operations
  • Collaborate with cross-functional teams to improve customer journeys

Requirements

  • Proven leadership experience in global/multi-market customer service
  • Demonstrated success in building scalable service models
  • Strong experience with Freshdesk or equivalent CRM/CS platforms
  • Deep experience in complaint handling, conflict resolution, and customer recovery
  • Exposure to flight booking or airline support systems is a strong advantage
  • Excellent people leadership and coaching skills
  • Strong analytical mindset, able to use data to anticipate issues and drive improvements.

Benefits

  • Flexible work arrangements
  • Opportunity for professional development

Job title

Head of Customer Service

Job type

Experience level

Lead

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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