Customer Success Manager, Team Lead

RateHawk is a travel tech company that operates globally as part of the Emerging Travel Group. Emerging Travel Group (or ETG) is a travel tech company, globally known for the brands RateHawk, ZenHotels and RoundTrip, spanning over 220 markets worldwide. We are well recognized and trusted across Europe, UK, Latin America and now are heading towards hitting the top of the North American market.

Our mission is to create, distribute, and operate the most convenient travel products. We constantly innovate and break the rules of the highly complex travel industry to make travel more widely available for individuals, more rewarding for professionals, and simpler for everyone.

We are constantly looking for professionals to implement effective strategies and build long-term, mutually beneficial relationships with our customers and partners in the USA!

What you'll do:

• Actively promote our international project.
• Develop a comprehensive plan to penetrate and expand the company's presence in the USA travel market.
• Implement regular training sessions for the Junior Sales Manager team to enhance their skills and knowledge.
• Utilize data analytics tools to track KPIs and identify areas for improvement in the team's performance.
• Enhance the company's international project promotion by identifying new marketing channels and strategies.
• Streamline the inbound registration process for new customers to improve efficiency and reduce response time.
• Establish a structured onboarding and training program for new partners to ensure a smooth transition onto the platform.
• Foster a culture of exceptional customer service by implementing a white-glove service approach and continuous improvement initiatives.
• Identify and address service time bottlenecks to optimize the overall customer experience and service time reduction strategy.
• Collaborate with other team leaders in the USA and Canada to align marketing efforts and maximize results.
• Stay updated on industry trends, conduct market research, and provide insights for future business growth opportunities.
• Explore and evaluate potential API integration opportunities to enhance the company's product offerings and increase competitiveness in the market.
• Participate in the development and implementation of the region's marketing plan.
• Conduct market research, reporting, analysis, and forecasting. ​​​​

Requirements

• Relevant Experience. 2-3 years leading operations or customer success/service teams to enhance the customer experience efficiency.
• Market Knowledge. In-depth understanding of the country's travel market, including B2B travel networks (travel agencies, tour operators, OTA, TMC, etc).
• API. Familiarity with API integration.
• Personal Skills. Ambitious, proactive, results-oriented, comfortable in fast-paced environments, creative problem-solving.
• Analytical Skills. Data-driven decision-making, tech-savvy, experience using KPIs.
• Leadership Skills. Enable innovative solutions, drive continuous improvement, motivate and inspire teams.
• International Mindset. Adaptability to multicultural environments, reflecting our global presence.
• Be Your Own CEO. Work independently with a high level of accountability.
• Think outside-the-box. Develop and implement creative solutions to challenges.
• Language Proficiency. Native English; additional languages are advantageous.
• Work Permit. Must be a US resident/citizen; unfortunately, we are unable to offer visa sponsorship.

We are highly motivated to onboard the new team member as soon as possible, so the process will include:

1. Recruiter Interview
2. Hiring Manager Interview
3. Personality test + Access to our platform (non-elimination stages)
4. CCO Interview
5. Job Offer

Benefits

• Freedom to work with the innovative product the way you want to.
• Competitive salary with quarterly bonuses.
• Ambitious and supportive team who love what they do, appreciate each other and grow together.
• Flexible schedules and opportunity to work remotely.
• Opportunities for self-development (incl. selective coverage of 50% of tuition fees).
• Internal training programs.
• Health Insurance.
• Mental Health day off.
• Discounts on hotels a