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.

As Head of Customer Service, you'll lead Holidu's Customer Happiness front line from our Málaga office: 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. Own front-line performance

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

Build a culture of ownership, independent judgement, and pride in the work, with a clear development path for advisors from junior to senior

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

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





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

90 days: shared targets are agreed with Team Leads and partners, a weekly performance rhythm is running, and first quick wins are delivered

- 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
- Strong with data - you use KPIs to find root causes and drive action, not just to report
- Fluent English; another of our market languages (Spanish, German, Italian, French) is a plus

At Holidu ideas become products, data drives decisions, and iteration fuels fast learning. 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 support each other. You’ll experience the pace of a scale-up combined with the stability of a proven business model, enabling you to build, test, and improve continuously.

Flexibility: Work in a hybrid setup with 50%+ in-office time for collaboration, and spend up to 8 weeks a year from other inspiring locations. If you require any special assistance when arranging interviews, office visits or the recruitment process in general, please contact the relevant HR person responsible for this job and we will do our best to accommodate your needs.

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📌 Customer Service Coordinator con Ingles (Málaga)
🏢 Holidu
📍 Málaga