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 AdvisorsThis 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 satisfactionYou 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 natureYou 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 requiredOwn B2B customer experience performance end‑t‑end, including service levels, backlog, response times, and customer satisfactionDaily supervision, report and monitoring of KPIsContinually engaging, motivating, supporting, and developing your team to achieve success and meet customer expectationsConstantly supervise, and report DMC & Travel Advisors inquiries when they affect Exoticca productsAct as first point of contact for escalated internal issues,



taking ownership for a successful resolutionBenefitsUnlimited tea & coffee: Enjoy a cup of “Good News” coffee while connecting with colleaguesReferral bonus: Bring people as talented as you are to earn a nice bonus!Exoticca events: Enjoy regular afterworks, plus bi‑annual parties and team lunchesLanguage courses: Improve your Spanish or English with free language coursesExoticca 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 DKVMulticultural team: Learn from a diverse team with different backgrounds and perspectivesRequirementsMultitask ability and customer‑focus mindsetExcellent leadership and interpersonal skills2+ years people management experienceExperience working with systems as Salesforce and Travelfusion are a mustExperience in B2B operations (Travel or marketplaces is a strong plus)Experience working with DMC is requiredFluent English levelOutstanding written and verbal communication skillsRotating shifts from Monday to Sunday, starting hour from 09:00h up to 18:00hDeep knowledge of Amadeus / GDS, on the operations and implementation part#J-18808-Ljbffr

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