Customer Service Team Lead Barcelona
3 days ago
Barcelona
ph3About the company /h3 pAt Nuitée, we are building the API backbone for the global travel industry. Founded in 2017, Nuitée is on a mission to transform a fragmented travel ecosystem with simple, scalable, and API‑first infrastructure—think “Stripe for Travel.” /p pBy enabling seamless connectivity between hotels, OTAs, fintechs, super‑apps, and businesses, some of which are entering the travel market for the first time, Nuitée empowers companies to deliver reliable travel products effortlessly. Our robust platform simplifies complex supplier networks, offering direct access to hotel inventory with better pricing, coverage, and technology. /p pWith teams across the globe, including hubs in London, New York, San Francisco, Palma de Mallorca and Casablanca, Nuitée has grown into a global infrastructure provider trusted by industry leaders like Hopper, Priceline, Google, and Uber. Now backed by leading VCs and world‑class investors—including leaders from Booking.com, Stripe, and Shopify—Nuitée is positioned to redefine the B2B travel market, streamline operations for hotels, and enable new applications through cutting‑edge APIs. Nuitée is at the forefront of a revolution—delivering AI‑powered, smarter, and more personalized travel experiences for a new era. /p h3Help lead our growing Customer Service team /h3 pWe’re looking for an experienced Customer Service Team Lead to help lead and develop our Customer Service operation as our business continues to grow. If you enjoy leading people, improving operations, and creating an excellent experience for both customers and internal stakeholders, you’ll feel right at home in this role. You’ll work closely with the Customer Service team, Customer Service Supervisors, and a fellow Team Lead to support daily operations, drive continuous improvement, and help deliver an outstanding customer experience. If you enjoy taking ownership, solving problems, and helping teams perform at their best in a fast‑paced environment, you’ll likely find this role rewarding. /p h3What you’ll do /h3 ul liLead, train, and mentor a team of Customer Service Representatives and Supervisors, fostering a positive and productive work environment. /li liOversee the handling of calls and emails, ensuring professional assistance to top VIP clients with bookings, cancellations, special requests, and modifications. /li liProvide guidance and support to the team in resolving issues related to hotel reservations, including discrepancies or unexpected changes, and in collaborating with hotel partners for quick resolutions. /li liAct as an escalation point for unresolved issues, providing expert assistance and maintaining clear communication with clients and stakeholders throughout the process. /li liMonitor team performance against SLAs and KPIs, implementing strategies to improve efficiency and customer satisfaction. /li liDemonstrate and instill a customer‑first mindset within the team, ensuring each client’s needs are understood and addressed effectively. /li liEnsure accurate and detailed records of customer interactions and case resolutions are maintained by the team. /li liPromote a sense of ownership within the team, empowering them to drive cases to resolution with urgency and care. /li liCoach team members on handling frustrated or upset customers with patience, empathy, and effective problem‑solving skills. /li liCollaborate with other departments to streamline processes and improve the overall customer experience. /li liConduct regular team meetings, performance reviews, and provide constructive feedback to team members. /li /ul h3This role could be a great fit if you… /h3 ul liMinimum of 4 years of experience in customer service, with at least 3 years in a leadership or supervisory role, ideally in a B2C and B2B travel environment. /li liFluent in English, with exceptional verbal and written communication skills (TOEFL is recommended). /li liSolid experience with B2B clients, email and call etiquette, including the ability to handle calls professionally and write clear, concise, and professional responses. /li liProven ability to work well under pressure and manage multiple priorities in a fast‑paced environment. /li liA strong sense of ownership and accountability, with the ability to lead a team in moving cases forward with urgency. /li liExcellent attention to detail and advanced problem‑solving skills. /li liFlexibility to work shifts, including evenings, weekends, holidays, and night shifts, to support a global operation. This role is an in‑office position and you will be required to work from your local office. /li liDemonstrated ability to motivate and develop a team, fostering a high‑performance culture. /li liProficiency in CRM software and customer service tools. /li /ul h3Who thrives at Nuitée /h3 pIf you enjoy taking ownership, working collaboratively, and finding practical solutions to operational challenges, you’ll likely thrive at Nuitée. You’ll have the opportunity to develop people, improve the way teams work, and make a meaningful impact as our Customer Service team continues to grow. If this sounds like the kind of challenge you’re looking for, we’d love to hear from you! /p h3Why Nuitee? /h3 ul liMassive Market Opportunity: We are tackling the $9.9tn travel industry, starting with the $75 billion B2B hotel market, a fragmented space filled with outdated systems, gatekeepers, and inefficiencies. Nuitée’s API‑first platform is solving this, enabling businesses to access hotel inventory seamlessly and at scale. /li liWorld‑Class Backing: Backed by Accel and visionary leaders across tech and travel—including Booking.com, Stripe, and Shopify—we’re equipped to scale our ambition globally. /li liBootstrapped Resilience, Startup Agility: Having grown profitably for years without external funding, we combine operational discipline with the speed and innovation of a scaling startup. /li liGlobal Impact: Our infrastructure supports partners like Google, Grab, worldwide fintechs, superapps, travel companies and others. /li liAI‑Driven Innovation: Nuitée is uniquely positioned to power the future of travel in the AI era—enabling seamless, intelligent, and hyper‑personalised travel interactions. /li /ul pBy joining Nuitée, you’ll be part of a team that’s building a category‑defining platform. You’ll work on a global scale, innovate alongside industry leaders, and help drive the next phase of travel technology. If you’re excited to push boundaries, redefine a multi‑trillion‑dollar industry, and grow with us—Nuitée is the place for you. /p pBy submitting your application, you consent to Nuitée processing your personal data for the purposes of assessing your suitability for employment. Your information will be stored securely and will only be retained for as long as necessary for the recruitment process, or up to 6 months afterward, in accordance with our data protection policy and applicable laws. You have the right to request access, correction, or deletion of your personal data at any time by contacting us at For more details, please see our Privacy Policy: Nuitée Privacy Notice 2026. /p /p #J-18808-Ljbffr
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