About the Company
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.
Responsibilities
•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
Requirements
•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
Nice to Have
•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
Conditions
•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
