B2B support team lead for travel partners

GetTransfer.com is the world’s number one marketplace for booking transfers. Our platform offers unrivalled geographical coverage and a high level of comfort for users in 180 countries worldwide. We are looking for a B2B Support Team Leader who will take full responsibility for the quality of service provided to our partners and build a small but highly effective team.

• Managing the B2B support team: recruitment, training, development, setting KPIs and monitoring performance
• Organising round-the-clock support (24/7) with an optimal team size and workload distribution
• Ensuring partners’ SLAs are met, monitoring the speed and quality of enquiry handling
• Optimising and automating support processes, including the implementation of AI tools, chatbots and integrations
• Analysing enquiries, identifying systemic issues and organising their resolution
• Resolving complex and critical situations, and handling partner complaints
• Identifying risks of partner churn and promptly flagging these to B2B sales and account managers
• Collaborating with the product, development and other departments to improve the customer experience
• Monitoring key metrics, analysing the effectiveness of automation and providing regular reports

• At least 2 years’ experience leading a support team (customer support / account support / operations).
• Experience of working with B2B clients and partner SLAs.
• Experience of organising a team to operate on a 24/7 basis or on a shift rota.
• Practical experience of automating support processes — willingness to take a hands-on approach to this area.
• Ability to handle objections and deal with challenging partners, gauge their mood and respond promptly.
• Ability to work with metrics and make data-driven decisions.
• Systemic thinking: the ability to see the whole process and identify bottlenecks.
• Experience working with helpdesk systems (Zendesk, Freshdesk, Intercom, Jira Service Management or similar).
• English language proficiency at B2 level or above, with fluency in written and spoken business communication.
• A high sense of responsibility, resilience under pressure and the ability to remain focused under high workload.
• Будет плюсом: Experience with no-code/low-code automation tools (Zapier, Make, n8n and similar), configuring bots and AI tools; Experience working with travel tech partners; Experience working with OTA partners in the travel sector (online travel agencies, booking platforms); An understanding of the specifics of the transfer, mobile or tourism industries; Experience working with partners’ API integrations, including the ability to understand and diagnose issues

• A 5-day-on, 2-day-off rota from 09:00 to 19:00 (1-hour lunch break)
• Salary ranging from $1,500 to $1,800 per month (the final amount will be determined during the interviews)
• Probationary period: 3 months
• Option to choose the currency in which you will be paid
• Employment under an international Service Agreement, with fully digital document management
• Annual paid leave, paid sick leave, and additional days off throughout the year
• Experience working for an international company with an innovative product
• Horizontal and vertical career progression; managers are professionals who are ready to train you and support your development
• Access to the Litres corporate library and English language classes with a tutor
• Induction, onboarding and high-quality training to help you hone your skills
• Corporate discounts and vouchers across various categories: entertainment, wellness centres, sport, clothing, electronics, health, travel, online services and training.