Customer Care Agent

Travelgate; Palma; Hybrid; EUR 24,000 - 32,000; Full time

Benefits offered by this job

Flexible hours

Shorter August workdays

Continuous training and development

Monday Breakfast Club

Healthy meal fridge €4.75

Free English classes

Health insurance discounts

Free parking at ParcBit

Discounted gym rates

Job summary

Travelgate is seeking a Customer Care Agent to deliver exceptional support to global partners, resolving technical and operational inquiries with speed and accuracy.

You will troubleshoot API/booking issues, coordinate with Product and Engineering, and manage tickets via HubSpot, ensuring adherence to SLAs while maintaining high service quality.

Qualifications

• English: high level required for global partners.
• Problem-solving mindset with independent investigation.
• Proactive and autonomous with ownership of tasks.

Responsibilities

• Serve as primary contact to resolve technical/operational inquiries with fast responses.
• Troubleshoot platform integration, API, and booking issues with product/engineering teams.
• Manage inbound support tickets via HubSpot per team SLAs.
• Monitor system alerts to detect and mitigate recurring issues.
• Escalate complex issues to senior engineers or product leads with context.
• Document incidents and solutions for internal and client knowledge bases.

Skills

English proficiency

Problem solving

Autonomy

Proactivity

Resilience under pressure

Tech savvy

Tools

HubSpot

XML/JSON

Ticketing tools

Job description

We are looking for a passionate Customer Care Agent with outstanding communication and problem-solving skills to join our team. Your mission will be to deliver exceptional support to our global partners, ensuring fast, accurate, and efficient resolution to their operational inquiries and technical issues.

The ideal candidate is proactive, empathetic, and detail-oriented, with the ability to troubleshoot under pressure and turn complex customer challenges into seamless experiences.

About Travelgate

Founded in 2012 and headquartered in Palma de Mallorca, Spain, Travelgate is the global network for hotel distribution, connecting more than 1,000 Buyers and Sellers through a unified API platform.

We provide the infrastructure behind hotel connectivity, helping travel companies reduce integration complexity, improve operational reliability, and access hotel inventory at scale through seamless, high-performance distribution.

Since 2024, Travelgate has been part of Travelsoft Group, a leading travel SaaS company operating in 90 countries through twelve brands, driving innovation across the travel industry.

What You’ll Do

• Serve as the primary contact point for resolving technical and operational inquiries, ensuring high customer satisfaction and fast response times.
• Troubleshoot, diagnose, and resolve platform integration, API, and booking issues by coordinating with product and engineering teams.
• Manage and prioritize inbound support tickets via ticketing platforms (HubSpot) in line with team SLAs.
• Proactively monitor system alerts and performance anomalies to detect and mitigate recurring operational issues before they impact clients.
• Escalations management: route complex technical or commercial issues to senior engineers, account managers, or product leads with clear context.
• Maintain accurate documentation of incidents, recurring queries, and solutions to enrich the internal and client-facing Knowledge Base.

What You Bring

• Languages: High level of English (written and ideally spoken) is required, as you will interact with global partners.
• Problem-Solving: A naturally curious and analytical mind—you don't wait for answers; you enjoy investigating, connecting dots, and finding solutions independently.
• Proactivity & Autonomy: High self-drive with a \"can-do\" attitude, able to take ownership of tasks once trained.
• Resilience & Calm Under Pressure: Ability to stay composed, patient, and focused when handling demanding situations.
• Tech-Savvy: Comfortable using digital platforms and learning new tools quickly (ticketing tools, internal systems, xml, json).
• Nice to Have (Not Required):
• Experience: Previous experience in a Customer Support, Technical Support, or Customer Care role (B2B or SaaS environments preferred).
• Customer First Mindset: High empathy, active listening, and a patient, solution-oriented attitude toward resolving client pain points.
• Communication: Outstanding written and verbal communication skills, with the ability to explain complex technical issues in clear, simple terms.

What We Offer

Because at Travelgate, work should be rewarding, flexible, and fun.

• Flexible hours: start between 7:00–9:00h.
• Shorter workdays in August (hello, summer!).
• Continuous training and development opportunities.
• Monday Breakfast Club – because starting the week deserves a treat.
• Healthy meal fridge with nutritious options at €4.75.
• Free English classes to strengthen your skills.
• Negotiated health insurance rates with Sanitas.
• Free parking available at ParcBit.
• Discounted gym rates at Campus Sport

Culture & Fun

• Dynamic, inclusive culture where ideas matter.
• Team get-togethers!
• Summer and Christmas parties that are truly memorable.
• Welcome pack including a t-shirt, a backpack and a water bottle.
• Fun Committee organizing monthly surprises and events.
• Pet Day and Bring Your Child to Work Day — yes, really!