Service Manager – B2B Partner Support (Remote, Africa)

About the role

We are looking for a Service Manager to act as the primary point of contact for our key B2B partners across Africa. You will ensure smooth operations, resolve escalations and help turn clients into long‑term advocates while working remotely for a fast‑growing travel‑tech company.

Key responsibilities

• Serve as the go‑to liaison for a select group of top partners, handling escalations and complex issues.
• Monitor case progress in the CRM, intervene early to prevent bottlenecks.
• Provide regular updates to clients and gather feedback on service quality.
• Analyse service metrics using Tableau and SQL, preparing reports for internal stakeholders.
• Represent client interests in internal meetings and collaborate with operations, support and tech teams to improve service delivery.

Required profile

• Fluent written and spoken English (advanced level).
• Strong empathy and ability to manage multiple tasks under pressure.
• Quick learner with a results‑oriented mindset.
• Experience in the travel industry (concierge agencies, TMCs, DMCs, tour operators) is a plus.
• Background in account or service management, preferably B2B.

Required skills

• Proficiency with CRM systems.
• Data analysis using Tableau.
• SQL querying.

What we offer

• Fully remote work arrangement.
• Base salary plus monthly performance bonus.
• Dynamic, young team environment.
• Opportunities for professional growth and learning through seminars and conferences.
• Corporate discounts on hotels and travel services.