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
Adaptable 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
#J-*-Ljbffr

📌 B Customer Experience Coordinator (Barcelona)
🏢 Exoticca
📍 Barcelona