B2B Customer Experience Lead, Travel Ops & Escalations

Exoticca international; Barcelona; On-site; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Unlimited tea & coffee

Referral bonus

Exoticca events

Language courses

Travel packages discount

Flexible compensation

Multicultural team

Job summary

Exoticca is seeking a B2B Operations Coordinator – Customer Experience to support day‑to‑day performance and continuous improvement of B2B support operations for Travel Advisors. You will ensure productivity, quality, service levels and customer satisfaction, while supervising the team and resolving escalated issues.

You will lead end‑to‑end customer experience performance, monitor real‑time KPIs, and guide the team to achieve target outcomes.

Qualifications

• 2+ years people management experience.
• Excellent leadership and interpersonal skills.
• Multitask ability and customer‑focus mindset.
• Fluent English level.
• Outstanding written and verbal communication skills.
• Rotating shifts Mon-Sun 09:00–18:00.
• Deep knowledge of Amadeus / GDS, operations and implementation.

Responsibilities

• Own B2B customer experience performance end‑to‑end, including service levels, backlog, response times and customer satisfaction.
• Daily supervision, reporting and monitoring of KPIs.
• Mentor, motivate and develop the team to meet customer expectations.
• Serve as a frontline contact for escalated internal issues and complex cases.
• Monitor DMC and Travel Advisors inquiries affecting Exoticca products and report as needed.

Tools

Salesforce

Travelfusion

Amadeus / GDS

Job description

Exoticca is seeking a B2B Operations Coordinator – Customer Experience to support day‑to‑day performance and continuous improvement of B2B support operations for Travel Advisors. You will ensure productivity, quality, service levels and customer satisfaction, while supervising the team and resolving escalated issues.

You will lead end‑to‑end customer experience performance, monitor real‑time KPIs, and guide the team to achieve target outcomes.