Customer Service Team Lead Barcelona

About the company

At Nuitée we are building the API backbone for the global travel industry. Founded in 2017 Nuitée is on a mission to transform a fragmented travel ecosystem with simple scalable and API-first infrastructurethink Stripe for Travel.

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.

Now backed by leading VCs and world-class investors including leaders from 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 revolutiondelivering AI-powered smarter and more personalized travel experiences for a new era.

Were 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 youll feel right at home in this role. Youll 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 youll likely find this role rewarding.

• 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 clients 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.

• 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.
• Proven ability to work well under pressure and manage multiple priorities in a fast-paced environment.
• A strong sense of ownership and accountability with the ability to lead a team in moving cases forward with urgency.
• Excellent attention to detail and advanced problem-solving skills.
• Flexibility to work shifts including evenings weekends holidays and night shifts to support a global operation. This role is an in office position and you will be required to work from your local office.
• Demonstrated ability to motivate and develop a team fostering a high-performance culture.
• Proficiency in CRM software and customer service tools.

If you enjoy taking ownership working collaboratively and finding practical solutions to operational challenges youll likely thrive at Nuitée.

Youll have the opportunity to develop people improve the way teams work and make a meaningful impact as our Customer Service team continues to grow.

If this sounds like the kind of challenge youre looking for wed love to hear from you!

Why Nuitee

At Nuitée were not just reimagining travelwere building the infrastructure to power it.

• Massive Market Opportunity: We are tackling the $9.9tn travel industry starting with the $75 billion B2B hotel market a fragmented space filled with outdated systems gatekeepers and inefficiencies. Nuitées API-first platform is solving this enabling businesses to access hotel inventory seamlessly and at scale.
• World-Class Backing: Backed by Accel and visionary leaders across tech and travelincluding Stripe and Shopifywere equipped to scale our ambition globally.
• Bootstrapped Resilience Startup Agility: Having grown profitably for years without external funding we combine operational discipline with the speed and innovation of a scaling startup.
• Global Impact: Our infrastructure supports partners like Google Grab worldwide fintechs superapps travel companies and others
• AI-Driven Innovation: Nuitée is uniquely positioned to power the future of travel in the AI eraenabling seamless intelligent and hyper-personalized travel interactions.

By joining Nuitée youll be part of a team thats building a category-defining platform. Youll work on a global scale innovate alongside industry leaders and help drive the next phase of travel technology. If youre excited to push boundaries redefine a multi-trillion-dollar industry and grow with usNuitée is the place for you.

By submitting your application you consent to Nuitée processing your personal data for the purposes of assessing your suitability for employment. Your information will be stored securely and will only be retained for as long as necessary for the recruitment process or up to 6 months afterward in accordance with our data protection policy and applicable laws. You have the right to request access correction or deletion of your personal data at any time by contacting us at For more details please see our Privacy Policy: Nuitée Privacy Notice 2026.