• Deliver world-class customer support via email, chat, and ticketing systems in a remote setting. • Quickly and accurately handle payment-related queries, including transaction status, payment troubleshooting, and general account inquiries. • Explain payment flows, processes, and options to customers, ensuring clarity and satisfaction at every step. • Troubleshoot and resolve customer issues through detailed investigation and collaboration with internal teams. • Document user feedback and work with product teams to continually refine our services. • Maintain accurate records of customer interactions and payment issues in our CRM. • Contribute to the development and improvement of support documentation and FAQs.

Role Description Join Our Team as a Local Support Specialist at RateHawk! Are you passionate about travel and tech? Do you speak English and Italian fluently? If so, we’d love to have you join our fast-growing international travel-tech company! - Help Our Partners: Take calls, provide initial advice and provide regular updates on ongoing cases to our B2B partners in Italian and English. - Be Transparent & Customer-Centric: Ensure clear, honest communication that reflects our commitment to outstanding partner satisfaction. - Handle Tickets & Escalations: Manage incoming tickets, follow up on escalations, and proactively work on resolution and prevention. - Manage Bookings: Handle booking modifications and relocations with attention to detail and urgency. - Team Collaboration: Actively support and coordinate with other departments to ensure smooth workflows and excellent service delivery. - Manage Expectations: Balance the needs and expectations of both partners and account managers to deliver satisfying outcomes. - Record Details: Accurately document all work and partner interactions in our CRM system. Qualifications - Language Skills: Advanced level of Italian and English – you’ll need to speak and write fluently. Knowledge of Spanish, Greek, Romanian, Serbian or other language is an advantage! - Industry Experience: Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is a big plus! - Proactive Mindset: You don’t just solve problems – you prevent them. You anticipate partner needs and take initiative. - Cool Under Pressure: Able to handle multiple tasks, stressful situations, and urgent issues with professionalism and calm. - Empathetic Communicator: You understand and empathize with customer concerns while working toward the best solution. - Quick Learner: Fast at picking up new tools, systems, and processes with a result-oriented mindset. Benefits - 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: we will review your CV once you apply! - 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!

Role Description You own how new customers turn into activated, completing, retaining clients. The Seat: - Inherit a newer product offering with paying customers already in the door. - Build the operating layer that turns "they paid" into "they finished, they renewed, they referred." - Own the kickoff, the first deliverable, the proof point, the save when it wobbles, and the metric that says onboarding worked. - Report into senior onboarding leadership. - Run a small team and grow it as the product line grows. - Ship changes this week, not next quarter. What You Actually Do: - Own the customer journey from "paid" to "completing, renewing, expanding." - Define the activation metric and move it weekly. - Build kickoff, milestone, save, and escalation playbooks from a blank page. - Run a small onboarding team and grow it as the product line scales. - Decide what gets templated, what gets cut, what gets escalated. - Bridge sales promises to delivery reality without dropping either side. - Ship improvements in days, not quarters. Why This Seat is Worth Taking: - Day 1 is not Day 0. Customers are paying, the product is live, senior leadership is paying attention. - You build the system, not maintain someone else's. - Direct exposure to operators who have run $100M+ in paid acquisition across 12 product launches. - ZA-based, async with US and UK overlap, stable full-time role at a profitable bootstrapped company, not a runway-dependent startup. - Real growth track. Run this seat well and you take on a bigger scope, a second product line, or a regional ops seat. You will probably not fit if: - You need a runbook handed to you on day one. - You measure your work in monthly reviews instead of weekly customer signal. - You think onboarding is welcome emails and a kickoff call. - You are looking for a passive remote role with light expectations. Qualifications - 4 to 7 years owning customer onboarding, success, account management, or implementation in a high-velocity environment. - Built or rebuilt a 30-60-90 day onboarding flow in the last 24 months, ideally while the product was still moving. - Worked inside a fast online education, SaaS, agency, coaching, or info-product company that ships weekly. - Owned an activation, completion, or retention metric and moved it. - Managed at least 2 to 5 direct reports (CSMs, onboarding specialists, implementation managers). - Comfortable working with US and UK customers and teammates across time zones. - Native or near-native written and spoken English. Personal Attributes - Sharp, fast, low-ego, and bored by long meetings. - Pragmatic over polished. Values outcomes over process. - Comfortable in ambiguity, especially around a new product offering. - Bias to act, not to wait for direction. - Treats the customer experience like it is their personal reputation. Benefits - Competitive ZA-market base salary, full-time. - Performance bonus tied to onboarding outcomes you own. - Remote, South Africa-based. - Direct line to senior onboarding leadership. - Growth track into broader ops or regional leadership seats. - Working at scale with a profitable, bootstrapped US company.

Role Description We’re looking for a dynamic, people-first Customer Experience to lead our customer support efforts in the GREEK MARKET. This role is perfect for someone who loves creating meaningful customer connections. Qualifications - Native Greek - Spanish valuable - Strong written and oral skills - Efficiency and agile response Requirements - Serve as the primary point of contact for customer inquiries via email, chat, and social platforms. - Build scalable support systems (e.g. help desk, FAQs, auto-replies) to ensure prompt and helpful service. - Track and report on customer feedback, complaints, and satisfaction metrics to inform product and service improvements. - Develop loyalty and retention strategies through proactive customer outreach and problem-solving. - Collaborate with operations and logistics teams to resolve order issues and improve post-purchase experience. - Own and execute the social media calendar across platforms (Instagram, TikTok, Facebook, Pinterest, etc.). - Create compelling and on-brand content (graphics, captions, short videos, user-generated content). - Monitor trends, hashtags, and platform updates to keep content fresh and culturally relevant. - Engage with our online community through comments, DMs, and mentions. Track performance and optimize campaigns based on insights and KPIs.