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Posted 16 hours ago
Customer Service Team Lead
NuitéeCustomer Service Team Lead
Requirements
4+ years customer service experience, 3+ years leadership experience, B2B/B2C travel industry experience, Fluent English, CRM proficiency, Shift flexibility
Skills
customer serviceLeadership
About the role
Responsibilities
- Lead, train, and mentor a team of Customer Service Representatives and Supervisors
- Oversee handling of calls and emails for VIP clients regarding bookings and modifications
- Provide guidance on resolving hotel reservation discrepancies and collaborating with partners
- Act as an escalation point for unresolved issues
- Monitor team performance against SLAs and KPIs
- Coach team members on empathy and problem-solving with frustrated customers
- Collaborate with other departments to streamline processes
Requirements
- Minimum 4 years of customer service experience
- At least 3 years in a leadership or supervisory role
- Experience in B2C and B2B travel environments
- Fluent in English with exceptional communication skills
- Proficiency in CRM software and customer service tools
- Ability to work shifts including evenings, weekends, holidays, and night shifts
- Strong problem-solving and attention to detail skills
About the Company
Nuitée is building the API backbone for the global travel industry, providing scalable, API-first infrastructure that connects hotels, OTAs, and fintechs. Backed by leaders from Booking.com, Stripe, and Shopify, Nuitée is redefining the B2B travel market through cutting-edge technology and AI-driven innovation.
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Nuitée · Barcelona
