* We are looking for a B2B Operations Coordinator – Customer Experience to support the day-to-day performance and continuous improvement of our B2B support operations, ensuring a high-quality experience for our Travel Advisors
* This role plays an important part in the daily coordination of the operation, helping the team maintain high standards of productivity, quality, service levels, and customer satisfaction
* You will be responsible for ensuring standards for productivity and quality are achieved, managing individual and team performance expectations and goals, monitoring real-time KPIs, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature
* You will also act as a key point of contact for the team, providing guidance on complex cases and supporting the resolution of escalated or sensitive customer situations when required
* Own B2B customer experience performance end‐t‐end, including service levels, backlog, response times, and customer satisfaction
* Daily supervision, report and monitoring of KPIs
* Continually engaging, motivating, supporting, and developing your team to achieve success and meet customer expectations
* Constantly supervise, and report DMC & Travel Advisors inquiries when they affect Exoticca products
* Act as first point of contact for escalated internal issues,



taking ownership for a successful resolution Benefits
* Unlimited tea & coffee: Enjoy a cup of "Good News" coffee while connecting with colleagues
* Referral bonus: Bring people as talented as you are to earn a nice bonus
* Exoticca events: Enjoy regular afterworks, plus bi‐annual parties and team lunches
* Language courses: Improve your Spanish or English with free language courses
* Exoticca packages: Travel packages at reduced prices for employees and family/friends
* Versátil compensation: Use part of your salary for food/transportation with Cobee or get private health insurance with DKV
* Multicultural team: Learn from a diverse team with different backgrounds and perspectives Requirements
* Multitask ability and customer‐focus mindset
* Excellent leadership and interpersonal skills
* 2+ years people management experience
* Experience working with systems as Salesforce and Travelfusion are a must
* Experience in B2B operations (Travel or marketplaces is a strong plus)
* Experience working with DMC is required
* Fluent English level
* Outstanding written and verbal communication skills
* Rotating shifts from Monday to Sunday, starting hour from 09:00h up to 18:00h
* Deep knowledge of Amadeus / GDS, on the operations and implementation part

📌 b Customer Experience Coordinator (España)
🏢 Exoticca
📍 España