B2B Customer Experience Lead — Travel Ops & Escalations

Exoticca international; Barcelona; On-site; EUR 55,000 - 85,000; Full time

Benefits offered by this job

Flexible benefits

Team lunches & events

Language lessons (English/Spanish)

Bi-annual company parties

Unlimited coffee

Job summary

Exoticca is seeking a B2B Operations Coordinator – Customer Experience to support the day-to-day operations of our B2B support team, ensuring high-quality service for Travel Advisors. You will monitor real-time KPIs, manage performance, and escalations to ensure consistent outcomes that align with Exoticca standards.

The role requires at least 2 years of people management, strong leadership, and experience with Amadeus/GDS, DMCs, Salesforce, and Travelfusion.

Qualifications

• 2+ years of people management experience.
• Excellent leadership and interpersonal skills.
• Multitask while keeping a customer-focused mindset.
• Outstanding written and verbal communication skills.
• Experience in B2B operations (Travel or marketplaces a plus).
• Deep knowledge of Amadeus/GDS, operations and implementation.
• Experience working with DMC.
• Experience with Salesforce and Travelfusion is a must.

Responsibilities

• Own B2B customer experience performance end-to-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.

Skills

Leadership

Interpersonal skills

Multitasking

Customer focus

Communication skills

Tools

Amadeus / GDS

Salesforce

Travelfusion

Job description

Exoticca is seeking a B2B Operations Coordinator – Customer Experience to support the day-to-day operations of our B2B support team, ensuring high-quality service for Travel Advisors. You will monitor real-time KPIs, manage performance, and escalations to ensure consistent outcomes that align with Exoticca standards.

The role requires at least 2 years of people management, strong leadership, and experience with Amadeus/GDS, DMCs, Salesforce, and Travelfusion.