Join Our Team as a Local Support Specialist at RateHawk!

Are you passionate about travel and tech? Do you speak English and Spanish fluently? If so, 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

• Help Our Partners: Take calls, provide initial advice and provide regular updates on ongoing cases to our B2B partners in Spanish 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.

What We're Looking For

• Language Skills: Advanced level of Spanish and English – you’ll need to speak and write fluently.
• 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

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: 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!

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! Learn more about our data protection practices in our Privacy Policy: https://emergingtravel.notion.site/recruitment-privacy-notice

Advanced Spanish and English fluency; experience in travel, concierge, TMC, DMC, or tour operations preferred; proactive, empathetic, quick learner; ability to handle multiple tasks and urgent issues.

Key Responsibilities

• handling partner calls
• managing tickets
• documenting interactions

Skills & Tools

CRM

Job Details

• Category: Customer Service
• Seniority: No Prior Experience Required
• Commitment: Full Time
• Workplace: Remote — Ecuador
• Languages: English, Spanish

About RateHawk

An innovative B2B online booking engine for hotels, air tickets, transfers, and car hire, serving travel professionals. — Industry: Information Technology