Service Manager (Africa)

About the role

We are seeking a Service Manager to support and strengthen relationships with a select portfolio of key B2B partners across Africa. This role suits someone who enjoys working at the intersection of travel and technology, communicates confidently in English, and takes pride in resolving client issues while building long-term trust.

You will be part of a fast-scaling international travel-tech business that values a collaborative culture, an energetic team environment, and opportunities to grow professionally.

Key responsibilities

• Serve as the main contact for a chosen group of important partners, including handling escalations and resolving complex service issues.
• Monitor active cases in the CRM so requests do not stall and potential problems are addressed early.
• Maintain regular communication with clients through updates and check-ins to ensure satisfaction.
• Review service performance using tools such as Tableau and SQL, and prepare reports based on the findings.
• Represent client concerns in internal discussions and meetings so their needs are clearly communicated to the team.
• Coordinate closely with operations, support, and technical teams to improve overall service quality.

Requirements

• Strong command of English, with the ability to speak and write fluently at an advanced level.
• Comfort working with CRM platforms, dashboards, and data-focused tools.
• Fast to learn new information and able to stay focused on outcomes.
• Capable of managing several priorities at once and handling pressure well.
• High level of empathy and a client-oriented approach.
• Background in travel-related businesses such as travel agencies, concierge firms, TMCs, DMCs, or tour operators is an added advantage.
• Experience in account management or service management, especially in a B2B setting, is beneficial.

Benefits

• Remote position allowing you to work from home.
• Compensation includes a base payment plus a monthly bonus.
• Opportunity to work with a young, energetic team of specialists.
• Exposure to challenging and ambitious work that supports career growth.
• Access to seminars, training sessions, and conferences for learning and development.
• Corporate discounts on hotels and other services.

Hiring process

• Initial conversation with HR.
• A one-minute internet speed check to confirm remote-work readiness.
• Discussion with the hiring manager.
• Final interview outcome and offer.

Additional information

Applicants should review the company’s privacy notice covering recruitment-related data protection practices.