Offer summary

Qualifications:

Fluent in English and Japanese, both spoken and written., Experience with CRM systems and data analysis tools like Tableau and SQL., Strong multitasking abilities and capability to handle stress effectively., Empathetic with a background in the travel industry or service management..

Key responsabilities:

Serve as the primary contact for key B2B partners, addressing escalations and complex issues.

Monitor ongoing cases in the CRM to ensure timely resolution and client satisfaction.

Provide regular updates to clients and participate in meetings to advocate for their needs.

Collaborate with various teams to enhance service delivery and performance tracking.

Job description

Join Our Team as a Service Manager at RateHawk!

Are you passionate about travel and tech? Do you speak English and Japanese fluently? We’re looking for a Service Manager to take care of our top B2B partners in Japan. If you love helping people, keeping things running smoothly, and turning clients into long-term fans — we’d love to have you join our fast-growing international travel-tech company! At RateHawk, we pride ourselves on having a fantastic team, a vibrant culture, and plenty of opportunities for growth.

Requirements

What You'll Do:

Support Our Top Clients: Be the go-to person for a select group of key partners. Handle escalations and help solve their trickiest issues.
Keep an Eye on Things: Monitor ongoing cases in our CRM and make sure nothing gets stuck. Step in early if something needs attention.
Stay in Touch: Send regular updates to clients and check in to make sure they’re happy with how things are going.
Track Performance: Use tools like Tableau and SQL to monitor service metrics and prepare reports.
Be Their Voice: Join client meetings, listen to their needs, and make sure their voice is heard internally.
Work as a Team: Collaborate with ops, support, and tech teams to make service even better.

What We're Looking For:

Language Skills: Advanced level of English and Japanese – you’ll need to speak and write fluently.
Ability to work with tools: Comfortable with data and tools like CRM systems and dashboards.
Quick Learner: Ability to grasp new information quickly and focus on results.
Multi-Tasker: Capable of juggling multiple tasks and handling stress with ease.
Empathetic: A strong sense of empathy is essential.
Travel Industry Experience: Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is an advantage! Experience in account or service management (B2B is a plus!)

Benefits

What We Offer:

Remote Work: Work from the comfort of your home!
Salary: base payment + monthly bonus.
Dynamic Team: Be part of a young and energetic group of specialists.
Growth Opportunities: Tackle interesting and ambitious tasks that will elevate your professional skills.
Learning & Development: We support your growth through seminars, trainings, and conferences.
Perks: Take advantage of corporate discounts on hotels and other services.

The Process:

Application and Assessment: You'll receive an assessment link when you apply, if there's a match, you'll be invited to an interview with our HR.
Meeting with HR: A friendly chat with our HR team.
One minute Internet Speed Test: Just to make sure you’re all set for remote work.
Meeting with Hiring Manager: Another friendly chat.
Interview results and offer!

If this sounds like the perfect fit for you, we’d love to hear from you! Apply now and let’s create amazing travel experiences together!

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