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.

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Your future team
As Head of Customer Service, you'll lead Holidu's Customer Happiness front line from our Málaga office: 3 in-house Team Leads, almost 40 in-house advisors, and 150+ partner advisors. You may initially lead one market team directly while we complete the Team Lead bench. You'll report to the Director of Customer Happiness and work alongside our enablement teams whose job is to equip the front line to succeed. We're at a turning point: we're moving to a new case management platform, rethinking how we measure performance, and redesigning how our teams work together. You'll be one of the people shaping it.
What You Will Do
Own front-line performance

Own the results of our internal and external handling teams: resolution, customer satisfaction, response and resolution times, and productivity
Set clear expectations, run a weekly performance rhythm with your Team Leads and partners, and act fast when results slip
Make the tough calls when needed - on performance, staffing and priorities

Lead the leaders

Manage, coach and develop our Team Leads in Málaga,



building a leadership team that sets a high standard and holds each other accountable
Potentially Llad one market team directly at first, and stay close to the work by regularly handling cases yourself
Build a culture of ownership, independent judgement, and pride in the work, with a clear development path for advisors from junior to senior

Get the best out of our partners

Share accountability with our Workforce Management team for partner performance: help define performance targets, train and coach partner teams on their floors, and funnel partner feedback to our enablement teams so root causes get fixed
Spend time on site with them, review quality together, and reduce escalations that bounce back to the in-house team
Contribute to partner selection, onboarding and incentive design

Fix How We Work

Spot and remove friction on the front line: unnecessary escalations, duplicated work and outdated processes
Be the operational voice in the rollout of our new case management platform, making sure workflows reflect how cases are really handled
Bring coaching back to the floor - buddy systems and hands-on onboarding - so new advisors and partner staff get up to speed fast and continuously improve
Lead the move to a model where complex cases are solved end to end by our in-house experts, with no escalation layers

Build bridges

Work as one team with our enablement functions: be clear about what the front line needs,



and hold them to it
Represent the voice of our guests and hosts in cross-functional discussions with Product, Tech, Sales and Account Management

What Success Looks Like

30 days: you know every Team Lead, have handled cases in each queue, and have spent time with our partners
90 days: shared targets are agreed with Team Leads and partners, a weekly performance rhythm is running, and first quick wins are delivered
6 months: measurable improvement in cost per resolved case, CSAT, escalation rates, a stronger Team Lead bench, and all advisors performing to a higher standard

What You Bring

8+ years of experience in customer service or customer operations, of which 4+ managing managers or multiple teams
Has led an operation of 100+ people across in-house and outsourced teams
A proven track record of turning around team performance, with measurable gains in both productivity and quality
Experience managing outsourced support partners (BPOs) on performance and quality
A leader who sets a high bar and holds people to it, while genuinely caring about their growth - you help your teams meet expectations rather than shield them from them
Hands-on: you're comfortable stepping onto the floor and handling cases yourself
Strong with data - you use KPIs to find root causes and drive action, not just to report
Experience leading teams through change - new tools, new structures - while keeping people engaged
Experience with complex, emotional B2C cases (eg. travel, hospitality, tour operators), not only transactional ticket queues
AI-literate: you use AI tools in your own work, and you have run a team alongside AI agents or automation. You know where AI r

📌 Head of Customer Service (Málaga)
🏢 Holidu
📍 Málaga