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.
Your future teamAs 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. What You Will DoOwn front-line performance Own the results of our internal and external handling teams: resolution, customer satisfaction, response and resolution times, and productivitySet clear expectations, run a weekly performance rhythm with your Team Leads and partners, and act fast when results slipMake 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 accountablePotentially Llad one market team directly at first, and stay close to the work by regularly handling cases yourselfBuild 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 fixedSpend time on site with them, review quality together, and reduce escalations that bounce back to the in-house teamContribute 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design Fix How We Work Spot and remove friction on the front line: unnecessary escalations, duplicated work and outdated processesBe the operational voice in the rollout of our new case management platform, making sure workflows reflect how cases are really handledBring coaching back to the floor
- buddy systems and hands-on onboarding
- so new advisors and partner staff get up to speed fast and continuously improveLead 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 itRepresent 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 partners90 days: shared targets are agreed with Team Leads and partners, a weekly performance rhythm is running, and first quick wins are delivered6 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 teamsHas led an operation of 100+ people across in-house and outsourced teamsA proven track record of turning around team performance, with measurable gains in both productivity and qualityExperience 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 themHands-on: you're comfortable stepping onto the floor and handling cases yourselfStrong with data
- you use KPIs to find root causes and drive action, not just to reportExperience leading teams through change
- new tools, new structures
- while keeping people engagedExperience with complex, emotional B2 C cases (eg. Fluent English; another of our market languages (Spanish, German, Italian, French) is a plus

What We Offer
Impact: 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 p

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