Service Manager (Japan)

About the Role

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.

Responsibilities

• Support a select group of key B2B partners and act as their main point of contact for escalations and complex issues
• Monitor ongoing cases in the CRM and ensure nothing gets stuck, stepping in early when needed
• Send regular updates to clients and check in to ensure satisfaction
• Track service metrics and prepare reports using tools like Tableau and SQL
• Participate in client meetings, gather feedback, and represent client needs internally
• Collaborate with operations, support, and tech teams to improve service

Qualifications

• Advanced level of English and Japanese — speak and write fluently
• Comfortable working with CRM systems, dashboards and data tools
• Quick learner with a results-oriented mindset
• Able to multitask and handle stress effectively
• Strong sense of empathy when dealing with clients
• Travel industry experience (concierge agencies, TMCs, DMCs, tour operators) and experience in account or service management (B2B is a plus)

Benefits

• Remote Work: Work from the comfort of your home!
• Salary: base payment + monthly bonus
• Dynamic team of young and energetic specialists
• Growth opportunities with interesting and ambitious tasks
• Learning & Development: seminars, trainings, and conferences
• Perks: corporate discounts on hotels and other services

Additional Information

• Recruitment process: meeting with HR, one minute Internet speed test, meeting with hiring manager, interview results and offer

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