Our team is remote and geographically-dispersed, but connected by a passion for creating core memories for our guests. Our Guide & Guest Support Team are at the forefront of resolving these problems. You'll work in a complex system of stakeholders including local operations, sales, marketing and technology. This is a service and operations role, not a sales role: your focus is resolving customer issues quickly, consistently and well. You will own the Guide & Guest Support Team end to end — people, processes, workforce planning and the Zendesk, Tour Optima and Talkdesk platforms that underpin them. You will turn data into decisions, keep service levels on target, and build a team that customers and colleagues can rely on.

Key Responsibilities
Guest Support Operational performance Run daily contact centre operations across voice, email, chat and messaging channels. Own and report on core KPIs: service level, average speed of answer, abandonment rate, AHT, first contact resolution, CSAT and NPS. Monitor real-time queues and make intraday decisions to protect service levels. Guide & Emergencies Support Work with operations to ensure coverage for guide emergencies via Whatsapp and other communication channels Work with senior business leaders to elevate trends negatively impacting guests Workforce management and planning Forecast contact volumes and build schedules, rotas and staffing plans to match demand. Prepare headcount and budget proposals backed by data. Systems and tooling (Zendesk and Talkdesk) Act as the operational owner of Zendesk: ticket workflows, triggers, automations,



macros, views, SLAs and reporting. Keep both platforms configured to support efficient routing and accurate reporting, working with IT and vendors on changes and integrations. Build dashboards and reports in Zendesk Explore and Talkdesk Live/Explore for leadership and the floor. Mentor team leads to increase people management capacity and establish lines of succession & progression. Manage performance review process for all Guide & Guest Support staff and ensure development plans exist for all staff members. Recruit and onboard new team members, and own the training programme. Build an engaged, accountable culture in a remote-first team, and lead the transition to hybrid working. Build relationships with leaders across the business and use them to unlock performance rather than to manage escalations Understand all the contributing factors of performance and make deliberate trade-offs between quality, capacity and cost Quality and process improvement Run the quality assurance programme: scorecards, call and ticket reviews, calibration and feedback. Write and maintain SOPs, knowledge base content and escalation paths.



Lead continuous improvement projects using customer feedback and operational data. Meet regularly with key stakeholders to gather feedback on team performance. 5+ years in contact centre or customer service operations, with at least 3 years managing teams through Team Leaders. ~ Experience with Zendesk, including configuring workflows, triggers, automations, SLAs and Explore reporting. ~ Experience with Talkdesk, including IVR and routing design, queue management and real-time and historical reporting. ~ Proven track record of hitting service-level, quality and efficiency targets in a multi-channel environment. ~ Strong workforce management

skills:
forecasting, scheduling, capacity planning and intraday management. ~ Experience running QA programmes and leading process improvement. ~ Experience leading remote teams. ~ Fluent English, strong Spanish preferred. ~ Right to work in Spain, and able to commute to Madrid once hybrid working begins (unconfirmed, no sooner than mid-2027). Zendesk or Talkdesk administrator certification. Experience using AI and automation in customer service including chatbots, AI agent assist, auto-routing. Experience setting up or scaling a contact centre, or migrating between platforms. The role starts fully remote, working from within Spain. In late 2027 there may be an opportunity to step into a group-level role serving multiple tour operators, based at our Madrid office.

Working hours
will follow the operation's service hours, with occasional cover for peaks or escalations.

📌 Tour Guide (España)
🏢 WalksDevour
📍 España