Head of Customer Happiness & Front‑Line Ops

Holidu; Málaga; Hybrid; EUR 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid work setup

Travel opportunities (office-to-office

Learning & development budget

Job summary

Holidu is seeking a seasoned Head of Customer Service in Málaga to lead the front-line service teams, including Team Leads and advisors, while driving performance, partnerships and operational improvements. You will shape the move to a new case management platform and set the standard for customer excellence across channels.

You will report to the Director of Customer Happiness, manage a hybrid team, and develop a strong leadership bench.

Qualifications

• 8+ years of experience in customer service or customer operations.
• 4+ years managing managers or multiple teams.
• Experience leading an operation of 100+ people across in-house and outsourced teams.
• Proven track record of turning around team performance with measurable gains.
• Experience managing outsourced support partners (BPOs) on performance and quality.
• Hands-on leadership on the floor and handling cases yourself.
• Strong data usage with KPIs to drive action.
• Experience leading teams through change with new tools/structures.
• Experience with complex, emotional B2C cases (travel, hospitality).
• AI-literate: using AI tools and measuring their impact.
• Fluent English; another market language (Spanish, German, Italian, French) is a plus.

Responsibilities

• Own the results of front-line handling teams: resolution, CSAT, response and resolution times, and productivity.
• Set a clear weekly performance rhythm with Team Leads and partners.
• Make tough calls on performance, staffing and priorities.
• Lead and coach Team Leads in Málaga and build a high-standard leadership bench.
• Potentially lead one market team directly at first while staying close to work.
• Build a culture of ownership and accountability with a clear growth path for advisors.
• Collaborate with Workforce Management on partner performance and feedback loops.
• Review quality with partners and reduce escalations back to the in-house team.
• Contribute to partner selection, onboarding and incentive design.
• Fix friction on the front line and rollout of a new case management platform.
• Lead the move to end-to-end resolution by in-house experts with minimal escalation layers.
• Bridge gaps with Product, Tech, Sales and Account Management.

Skills

Leadership

Data-driven

AI literacy

Customer service ops

Fluent English

BPO management

Job description

Holidu is seeking a seasoned Head of Customer Service in Málaga to lead the front-line service teams, including Team Leads and advisors, while driving performance, partnerships and operational improvements. You will shape the move to a new case management platform and set the standard for customer excellence across channels.

You will report to the Director of Customer Happiness, manage a hybrid team, and develop a strong leadership bench.