Help lead our growing Customer Service team

We’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.

What you’ll do

Lead, train, and mentor a team of Customer Service Representatives and Supervisors, fostering a positive and productive work environment.
Oversee the handling of calls and emails, ensuring professional assistance to top VIP clients with bookings, cancellations, special requests, and modifications.




Provide 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.
Act as an escalation point for unresolved issues, providing expert assistance and maintaining clear communication with clients and stakeholders throughout the process.
Monitor team performance against SLAs and KPIs, implementing strategies to improve efficiency and customer satisfaction.
Demonstrate and instill a customer-first mindset within the team, ensuring each client’s needs are understood and addressed effectively.
Ensure accurate and detailed records of customer interactions and case resolutions are maintained by the team.
Promote a sense of ownership within the team, empowering them to drive cases to resolution with urgency and care.
Coach team members on handling frustrated or upset customers with patience, empathy,

📌 Customer Service Team Lead (Barcelona)
🏢 Nuitee
📍 Barcelona