Service Manager (Africa)

About the role

We are seeking a Service Manager to support a portfolio of important B2B partners across Africa. This role suits someone who enjoys travel, technology, and relationship management, and who can help convert clients into long-term advocates through reliable service and proactive communication.

The position sits within a fast-moving international travel-tech environment with a collaborative culture and opportunities to grow professionally.

Key responsibilities

• Act as the main point of contact for a defined group of strategic partners, including managing escalations and resolving complex service issues.
• Review active cases in the CRM and ensure nothing is left unattended or delayed; step in early when action is needed.
• Share regular progress updates with clients and check satisfaction levels throughout the process.
• Use reporting and analytics tools such as Tableau and SQL to monitor service performance and prepare reports.
• Participate in client meetings, capture client needs, and represent those needs internally.
• Work closely with operations, support, and technical teams to improve the overall service experience.

Requirements

• Strong command of English, both spoken and written, at an advanced level.
• Comfort using CRM platforms, dashboards, and other data-driven tools.
• Fast learning ability and a results-oriented mindset.
• Ability to manage several tasks at once and remain effective under pressure.
• High level of empathy and customer orientation.
• Background in travel-related businesses such as travel agencies, concierge services, TMCs, DMCs, or tour operators is beneficial.
• Experience in account management or service management, especially in B2B settings, is an added advantage.

Benefits

• Work remotely from home.
• Compensation includes a base salary plus a monthly bonus.
• Join a young, energetic team of specialists.
• Take on challenging work that supports professional growth.
• Access learning opportunities such as seminars, trainings, and conferences.
• Enjoy corporate discounts on hotels and other services.

Selection process

• Introductory conversation with HR.
• A brief one-minute internet speed check to confirm remote-work readiness.
• Discussion with the hiring manager.
• Outcome shared through interview feedback and an offer, if successful.

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