Customer Service Team Lead Barcelona

About the company At Nuitée, we are building the API backbone for the global travel industry. ” 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. 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.