Global Customer Service Leader

International Air Transport Association (IATA); Madrid; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

IATA in Madrid seeks a Head of the Customer Service Center to lead a diverse team delivering high-quality support to airlines, travel and cargo agents, and third-party stakeholders. You will oversee daily operations and drive improvements, ensuring RACI alignment with internal stakeholders.

The role requires 7–10 years in customer service and sales, strong leadership, and fluency in English; experience with SAP, Salesforce, and Microsoft tools is a plus.

Qualifications

• 7–10 years of experience in customer service and sales, preferably within international organizations.
• Proven ability to lead and motivate culturally diverse teams.
• Strong analytical and reporting skills, with data interpretation and forecasting.

Responsibilities

• Lead a culturally diverse team of Customer Service Representatives delivering timely, high-quality support meeting global standards.
• Plan daily and yearly capacity, ensuring coverage across service channels and languages.
• Oversee onboarding/integration of products and services into the CSC.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Manage key accounts and stakeholder relationships, resolving escalations.

Job description

IATA in Madrid seeks a Head of the Customer Service Center to lead a diverse team delivering high-quality support to airlines, travel and cargo agents, and third-party stakeholders. You will oversee daily operations and drive improvements, ensuring RACI alignment with internal stakeholders.

The role requires 7–10 years in customer service and sales, strong leadership, and fluency in English; experience with SAP, Salesforce, and Microsoft tools is a plus.