Team Lead Customer Service (all genders)

Holidu; Málaga; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Travel benefits

Gym discounts

Mentorship and learning budgets

AI-focused learning

Job summary

Holidu in Málaga seeks a Team Lead Customer Service to manage a multilingual team serving Italian, Greek and Portuguese markets. You will own complex cases, coach a 10–15 member team, and partner with Enablement and Workforce teams to ensure top customer experience.

You will lead performance conversations, shadow advisors, and ensure CSAT targets are consistently met while leveraging AI tools and data to drive improvements.

Qualifications

• 4+ years of experience leading a team in customer service or customer success.
• Passion for customer experience and understanding the real person behind every interaction.
• Business-oriented mindset balancing customer experience, team needs and business impact.
• Experience leading in a fast-paced environment and collaborating with peer teams.
• Comfort with data and KPIs to drive action and improvements.
• Fluent English; Italian strongly preferred; Greek or Portuguese a plus.

Responsibilities

• Lead and grow a team of 10-15 Customer Happiness Advisors, driving development and performance.
• Own daily results, ensuring resolution quality and CSAT targets are met.
• Collaborate with CHX (Quality and Training) to coach and train the team using real cases.
• Partner with Enablement and Workforce Planning to ensure optimal staffing and coverage.
• Shadow advisors and stay close to the work to maintain high standards.
• Build strong relationships with Sales and Account Management teams to support retention.

Skills

Team leadership

Customer experience

Data-driven

AI tools

Collaboration

English

Italian language

Education

Bachelor's degree in related field

Tools

CRM software

Workforce management tools

Job description

Holidu is one of the world’s fastest-growing holiday rental technology companies. Our mission is to make booking and hosting holiday homes free of doubt and full of joy, by helping hosts generate more bookings with less work and helping guests find a holiday home they truly enjoy. Our team of 700 colleagues from 60+ nations shares a passion for tech, an ambition for constant improvement, and a relentless drive to bring the best experience to more than 40k holiday rental hosts and 4 million annual guests.

As Team Lead Customer Service in our Málaga office, you'll lead a team of Customer Happiness Advisors serving both guests and hosts for the Italian, Greek and Portuguese markets.

You’ll report to our Head of Customer Service in Málaga and work closely with our Enablement teams (capacity planning, quality and training, AI and tooling), who exist to help your team succeed. You’ll be part of a peer group of Team Leads owning their markets end-to-end.

What you will do

Put Guests & Hosts first

• Be an advocate for Italian, Greek and Portuguese-speaking customers - guests and hosts - ensuring their needs shape how your team operates day-to-day.
• Own the resolution of complex, sensitive, or high-stakes cases, stepping in personally when a customer's experience is at risk.

Lead and grow your team

• Onboard, lead, coach, inspire and motivate a team of 10 - 15 Customer Happiness Advisors, helping each person grow in their role and deliver their best work.
• Run meaningful 1:1s, team rituals, and performance conversations that include, but are not limited to, numbers - focused on development and purpose.
• Set a high bar and help your team meet it; you don't shield them from expectations.
• Stay close to the work: handle cases and shadow advisors every week.

Drive a Great Customer Experience Every Day

• Own your team's daily results, ensuring resolution, quality, and CSAT targets are consistently met.
• Work closely with the Workforce Management team to ensure your team is always in the right place at the right time, especially during high-demand periods, so no customer is left waiting.

Improve continuously, together

• Partner with the CHX team to monitor quality, coach and continuously train your team, using real cases and your best advisors as buddies, giving them honest, on-the-ground feedback on what's working and what isn't.
• Tell Enablement what your team needs (tooling, training, policy) and hold them to it.

Know your market, and serve it better

• Build and maintain a close working relationship with the Italian, Greek and Portuguese Sales and Account Management teams, partnering on opportunities where Customer Happiness and commercial teams can support each other - from improving the host experience to identifying and addressing retention risks early.

What you bring

• 4+ years of experience in leading a team in customer service or customer success.
• A genuine passion for customer experience - you care about the real person behind every interaction, not just the numbers.
• A business-oriented mindset - you balance customer experience, team needs and business impact. You're comfortable making tough calls even when they're not the popular ones.
• Experience leading or meaningfully contributing to the development of a team in a fast-paced environment.
• A can-do mentality - one that makes things happen even (and especially) when the path isn't perfectly clear.
• A collaborative mindset - you work well with peer teams, knowing when to lean on their expertise and when to bring your own perspective.
• Comfortable with data - you use KPIs and customer feedback to understand what's really happening and take action, not just to report upwards.
• You use AI tools in your daily work, coach your team to use them well, and spot when AI gets it wrong.
• Familiarity with ticketing/CRM and workforce management tools and an eagerness to keep learning as our stack evolves.
• Fluent English; Italian strongly preferred; Greek or Portuguese a plus.

What we offer

• Impact: Shape the future of travel with products used by millions of guests and thousands of hosts. At Holidu ideas become products, data drives decisions, and iteration fuels fast learning. Your work matters—and you’ll see the impact.
• Learning: Grow professionally in a culture that thrives on curiosity and feedback. You'll learn from outstanding colleagues, collaborate across disciplines, and benefit from mentorship, and personal learning budgets - with a strong focus on AI.
• Great People: Join a team of smart, motivated and international colleagues who challenge and support each other. We celebrate wins and keep our culture fun, ambitious and human. Our customers are guests and hosts - people we can all relate to - making work meaningful and energizing.
• Technology: Work in a modern tech environment. You'll experience the pace of a scale-up combined with the stability of a proven business model, enabling you to build, test, and improve continuously.
• Flexibility: Work in a hybrid setup with 50%+ in-office time for collaboration, and spend up to 8 weeks a year from other inspiring locations. You'll stay connected through regular events and meet-ups across our almost 30 offices.
• Perks on Top: Of course, we also offer travel benefits, gym discounts, and other perks to keep you energized- but what truly sets us apart is the chance to grow in a dynamic industry, alongside amazing people, while having fun along the way.

Life at Holidu

Check out the adventure that awaits you on Instagram @lifeatholidu

We are committed to diversity in all aspects of our business. We encourage applications from all genders, all corners of the world and all individual backgrounds. You are welcome to submit your application without a photo and without stating your gender, date of birth, marital status, nationality or disability status (if applicable).

If you require any special assistance when arranging interviews, office visits or the recruitment process in general, please contact the relevant HR person responsible for this job and we will do our best to accommodate your needs.