Holidu is one of the world’s fastest-growing holiday rental technology companies. Our mission is to make booking and hosting holiday homes free of doubt and full of joy, by helping hosts generate more bookings with less work and helping guests find a holiday home they truly enjoy. Our team of 700 colleagues from 60+ nations shares a passion for tech, an ambition for constant improvement, and a relentless drive to bring the best experience to more than 40k holiday rental hosts and 4 million annual guests.

Your future team

As Team Lead Customer Service in our Málaga office, you'll lead a team of Customer Happiness Advisors serving both guests and hosts for the Italian, Greek and Portuguese markets.

You’ll report to our Head of Customer Service in Málaga and work closely with our Enablement teams (capacity planning, quality and training, AI and tooling), who exist to help your team succeed.

You’ll be part of a peer group of Team Leads owning their markets end-to-end.

What you will do

Put Guests & Hosts first

- Be an advocate for Italian, Greek and Portuguese-speaking customers - guests and hosts - ensuring their needs shape how your team operates day-to-day.
- Own the resolution of complex, sensitive, or high-stakes cases, stepping in personally when a customer's experience is at risk.

Lead and grow your team

- Onboard, lead, coach, inspire and motivate a team of 10 - 15 Customer Happiness Advisors, helping each person grow in their role and deliver their best work.
- Run meaningful 1:1s, team rituals, and performance conversations that include, but are not limited to, numbers - focused on development and purpose.




- Set a high bar and help your team meet it; you don't shield them from expectations.
- Stay close to the work: handle cases and shadow advisors every week.

Drive a Great Customer Experience Every Day

- Own your team’s daily results, ensuring resolution, quality, and CSAT targets are consistently met.
- Work closely with the Workforce Management team to ensure your team is always in the right place at the right time, especially during high-demand periods, so no customer is left waiting.

Improve continuously, together

- Partner with the CHX team to monitor quality, coach and continuously train your team, using real cases and your best advisors as buddies, giving them honest, on-the-ground feedback on what's working and what isn't.
- Tell Enablement what your team needs (tooling, training, policy) and hold them to it.

Know your market, and serve it better

- Build and maintain a close working relationship with the Italian, Greek and Portuguese Sales and Account Management teams, partnering on opportunities where Customer Happiness and commercial teams can support each other - from improving the host experience to identifying and addressing retention risks early.

What you bring

- 4+ years of experience in leading a team in customer service or customer success.
- A genuine passion for customer experience - you care about the real person behind every interaction,



not just the numbers.
- A business-oriented mindset - you balance customer experience, team needs and business impact. You're comfortable making tough calls even when they're not the popular ones.
- Experience leading or meaningfully contributing to the development of a team in a fast-paced environment.
- A can-do mentality - one that makes things happen even (and especially) when the path isn't perfectly clear.
- A collaborative mindset - you work well with peer teams, knowing when to lean on their expertise and when to bring your own perspective.
- Comfortable with data - you use KPIs and customer feedback to understand what's really happening and take action, not just to report upwards.
- You use AI tools in your daily work, coach your team to use them well, and spot when AI gets it wrong.
- Familiarity with ticketing/CRM and workforce management tools and an eagerness to keep learning as our stack evolves.
- Fluent English; Italian strongly preferred; Greek or Portuguese a plus.

What we offer

- Impact: Shape the future of travel with products used by millions of guests and thousands of hosts. At Holidu ideas become products, data drives decisions, and iteration fuels fast learning. Your work matters—and you’ll see the impact.
- Learning: Grow professionally in a culture that thrives on curiosity and feedback. You’ll learn from outstanding colleagues, collaborate across disciplines, and benefit from mentorship, and personal learning budgets—with a strong focus on AI.
- Great People: Join a team of smart, motivated and international colleagues who challenge and suppor

📌 Team Lead Customer Service (Málaga)
🏢 Holidu
📍 Málaga