Customer Service Team Lead Barcelona

Nuitée; Barcelona; Presencial; EUR 52.000 - 76.000; Jornada completa

Descripción de la vacante

Nuitée, a global API-first travel infrastructure company, is seeking an experienced Customer Service Team Lead to guide and develop our growing CS operation. You will lead a team of representatives and supervisors, manage VIP bookings, and collaborate with hotel partners to ensure smooth resolutions.

In this in-office role, you will coach staff, monitor SLAs, own escalation paths, and drive improvements across departments.

Formación

• Minimum 4 years in customer service with at least 3 years in a leadership role.
• Fluent in English; TOEFL recommended for non-native speakers.
• Solid experience with B2B/B2C travel clients and service etiquette.

Responsabilidades

• Lead, train, and mentor a team of Customer Service Representatives and Supervisors.
• Oversee calls and emails to top VIP clients with bookings, cancellations, and requests.
• Guide the team in resolving hotel reservation issues and partner collaboration.
• Escalate unresolved issues and maintain clear client communication.
• Monitor SLAs and KPIs, driving efficiency and satisfaction.
• Foster a customer-first culture and maintain detailed records of interactions.
• Coordinate with other departments to streamline processes and improvements.

Conocimientos

Customer service leadership

Team coaching

B2B/B2C travel experience

English fluency

Communication skills

Herramientas

CRM software

Ticketing system

Descripción del empleo

About the company

At Nuitée, we are building the API backbone for the global travel industry. Founded in 2017, Nuitée is on a mission to transform a fragmented travel ecosystem with simple, scalable, and API‑first infrastructure—think “Stripe for Travel.”

By enabling seamless connectivity between hotels, OTAs, fintechs, super‑apps, and businesses, some of which are entering the travel market for the first time, Nuitée empowers companies to deliver reliable travel products effortlessly. Our robust platform simplifies complex supplier networks, offering direct access to hotel inventory with better pricing, coverage, and technology.

With teams across the globe, including hubs in London, New York, San Francisco, Palma de Mallorca and Casablanca, Nuitée has grown into a global infrastructure provider trusted by industry leaders like Hopper, Priceline, Google, and Uber. Now backed by leading VCs and world‑class investors—including leaders from Booking.com, Stripe, and Shopify—Nuitée is positioned to redefine the B2B travel market, streamline operations for hotels, and enable new applications through cutting‑edge APIs. Nuitée is at the forefront of a revolution—delivering AI‑powered, smarter, and more personalized travel experiences for a new era.

Help lead our growing Customer Service team

We’re looking for an experienced Customer Service Team Lead to help lead and develop our Customer Service operation as our business continues to grow. If you enjoy leading people, improving operations, and creating an excellent experience for both customers and internal stakeholders, you’ll feel right at home in this role. You’ll work closely with the Customer Service team, Customer Service Supervisors, and a fellow Team Lead to support daily operations, drive continuous improvement, and help deliver an outstanding customer experience. If you enjoy taking ownership, solving problems, and helping teams perform at their best in a fast‑paced environment, you’ll likely find this role rewarding.

What you’ll do

• Lead, train, and mentor a team of Customer Service Representatives and Supervisors, fostering a positive and productive work environment.
• Oversee the handling of calls and emails, ensuring professional assistance to top VIP clients with bookings, cancellations, special requests, and modifications.
• Provide guidance and support to the team in resolving issues related to hotel reservations, including discrepancies or unexpected changes, and in collaborating with hotel partners for quick resolutions.
• Act as an escalation point for unresolved issues, providing expert assistance and maintaining clear communication with clients and stakeholders throughout the process.
• Monitor team performance against SLAs and KPIs, implementing strategies to improve efficiency and customer satisfaction.
• Demonstrate and instill a customer‑first mindset within the team, ensuring each client’s needs are understood and addressed effectively.
• Ensure accurate and detailed records of customer interactions and case resolutions are maintained by the team.
• Promote a sense of ownership within the team, empowering them to drive cases to resolution with urgency and care.
• Coach team members on handling frustrated or upset customers with patience, empathy, and effective problem‑solving skills.
• Collaborate with other departments to streamline processes and improve the overall customer experience.
• Conduct regular team meetings, performance reviews, and provide constructive feedback to team members.

This role could be a great fit if you…

• Minimum of 4 years of experience in customer service, with at least 3 years in a leadership or supervisory role, ideally in a B2C and B2B travel environment.
• Fluent in English, with exceptional verbal and written communication skills (TOEFL is recommended).
• Solid experience with B2B clients, email and call etiquette, including the ability to handle calls professionally and write clear, concise, and professional responses.
• Proven ability to work well under pressure and manage multiple priorities in a fast‑paced environment.
• A strong sense of ownership and accountability, with the ability to lead a team in moving cases forward with urgency.
• Excellent attention to detail and advanced problem‑solving skills.
• Flexibility to work shifts, including evenings, weekends, holidays, and night shifts, to support a global operation. This role is an in‑office position and you will be required to work from your local office.
• Demonstrated ability to motivate and develop a team, fostering a high‑performance culture.
• Proficiency in CRM software and customer service tools.

Who thrives at Nuitée

If you enjoy taking ownership, working collaboratively, and finding practical solutions to operational challenges, you’ll likely thrive at Nuitée. You’ll have the opportunity to develop people, improve the way teams work, and make a meaningful impact as our Customer Service team continues to grow. If this sounds like the kind of challenge you’re looking for, we’d love to hear from you!

Why Nuitee?

• Massive Market Opportunity: We are tackling the $9.9tn travel industry, starting with the $75 billion B2B hotel market, a fragmented space filled with outdated systems, gatekeepers, and inefficiencies. Nuitée’s API‑first platform is solving this, enabling businesses to access hotel inventory seamlessly and at scale.
• World‑Class Backing: Backed by Accel and visionary leaders across tech and travel—including Booking.com, Stripe, and Shopify—we’re equipped to scale our ambition globally.
• Bootstrapped Resilience, Startup Agility: Having grown profitably for years without external funding, we combine operational discipline with the speed and innovation of a scaling startup.
• Global Impact: Our infrastructure supports partners like Google, Grab, worldwide fintechs, superapps, travel companies and others.
• AI‑Driven Innovation: Nuitée is uniquely positioned to power the future of travel in the AI era—enabling seamless, intelligent, and hyper‑personalised travel interactions.

By joining Nuitée, you’ll be part of a team that’s building a category‑defining platform. You’ll work on a global scale, innovate alongside industry leaders, and help drive the next phase of travel technology. If you’re excited to push boundaries, redefine a multi‑trillion‑dollar industry, and grow with us—Nuitée is the place for you.

By submitting your application, you consent to Nuitée processing your personal data for the purposes of assessing your suitability for employment. Your information will be stored securely and will only be retained for as long as necessary for the recruitment process, or up to 6 months afterward, in accordance with our data protection policy and applicable laws. You have the right to request access, correction, or deletion of your personal data at any time by contacting us at [e-mail]. For more details, please see our Privacy Policy: Nuitée Privacy Notice 2026.