Customer Service Transformation & Implementation Specialist - Product Customer Service

Job Description

We are looking for a CS Transformation & Implementation Specialist to join our team and help us shape the next generation of internal platforms supporting the traveller’s journey.

If you are passionate about turning complexity into scalable solutions, leveraging AI to improve operational workflows, and thriving at the intersection of CS Operations, Product, and Technology, keep on reading, you might be the perfect fit for this role.

The job in brief:

• Job Title - CS Transformation & Implementation Specialist
• Working model - Remote from Spain, Portugal or Romania
• Team - You will join the Product Customer Service team within the Product department
• Level - Professional
• Location - Spain
• Contract - Full time (36 h/week)
• Travel time required - Only a few times a year

What your impact will be:

You will play a central, key role in a major Customer Service transformation: renewing our omnichannel platform, redesigning operational workflows, and scaling AI and automation across the department.

You will sit between the technical teams and the Customer Service population, translating in both directions. Covering the full arc of a change, from understanding how the operation works today, designing target workflows inside a new system, to building, launching, and proving real business impact, you will ensure our internal tools simplify daily work, improve efficiency, and contribute to a smoother experience for our travellers.

What You Will Need to Solve:

Shape and deliver a new customer operations platform:

• Take end-to-end ownership of key areas of a new AI-ready back-office and customer operations platform, including cloud omnichannel migrations (with direct Zendesk implementation involvement).
• Lead discovery activities to analyze current operational workflows, triaging, routing, escalations, and pain points across all contact channels.
• Help define the future operational model, solution design, workflow logic, service-level rules, taxonomy, and data structures in collaboration with business and technology stakeholders.
• Challenge legacy processes and support the transition towards a modern, scalable platform, defining structured requirements and realistic roadmaps.

Drive AI and automation initiatives:

• Identify manual, repetitive, and low-value activities across the operation and design solutions that remove them.
• Scope and deliver AI-enabled solutions (such as conversational AI, intelligent triage and routing, agent assist/copilot tools, generative replies, automated summarization, or quality monitoring).
• Structure operational knowledge and content so that it is reliably usable by both agents and AI systems.
• Critically evaluate where AI and automation genuinely add value versus where they risk degrading the user experience or simply shifting complexity elsewhere.

Shape product delivery and roadmap execution:

• Lead implementation from discovery through configuration, migration, testing, cutover, and post go-live stabilization.
• Translate operational needs into clear specifications, BPMN process models, user stories, and iterative releases.
• Balance strategic thinking with execution rigor, prioritizing backlog items based on value, feasibility, and operational impact.
• Continuously adapt priorities based on business needs, operational feedback, and product insights while taking accountability for outcomes.

Enhance the customer operations ecosystem:

• Design the operational reporting framework in new systems and ensure continuity with existing performance baselines.
• Leverage workflow orchestration tools, low-code/no-code platforms, RPA, and system integrations via APIs/connectors to streamline processes across the traveller journey.
• Model complex end-to-end flows, understanding how a change in one step affects the rest of the chain to maintain a simple, reliable platform.

Collaborate with stakeholders and teams:

• Act as the key connector between CS Operations, Product, IT, Data, and Machine Learning teams.
• Align cross-functional stakeholders with different priorities on scope, risks, timelines, and trade-offs, influencing without formal authority.
• Drive platform adoption through structured enablement, training, and change management engagement.
• Monitor performance after launch, measuring real impact against established operational KPIs to prove the change delivered what it promised.

Qualifications

Your expertise:

• Around 5 years of experience in transformation delivery, product ownership, business analysis, or systems implementation in medium to large organisations.
• Direct hands-on experience implementing, configuring, or operating leading cloud customer service platforms; direct Zendesk implementation experience is required (in an implementation, business analysis, or operations capacity).
• Strong discovery and solution design skills, including BPMN workflow modeling, requirement gathering, and data classification/taxonomy design.
• Proven experience delivering automation and AI initiatives in customer service or operations (e.g., GenAI, LLMs, conversational AI, intelligent routing, or agent assist tools).
• Advanced proficiency in operational data analysis (Excel, Google Sheets, BI tools) with a focus on baselining, KPI tracking, and impact measurement.
• Proven track record managing cross-functional stakeholders, navigating complexity, and leading end-to-end delivery from cutover to post-launch optimization.
• Strong user-centric mindset with deep empathy for internal operational teams and travellers.
• Fluency in English, both spoken and written (mandatory).

Desirable:

• Zendesk certification (e.g., Zendesk Support Administrator Expert, Zendesk Administrator).
• Experience in the travel or travel-tech/tourism industry.
• Background in large-scale customer service, back-office platforms, CRM systems, or complex process transformation initiatives.
• Practical experience with workflow automation tools, RPA, or API integrations.
• Working knowledge of Agile methodologies (Scrum/Kanban) or Agile certifications (e.g., PMI-ACP, Scrum Master).
• Familiarity with structured Change Management approaches (such as ADKAR or Prosci certification).
• Multi-brand and multi-language platform setup experience.
• Italian and/or Spanish language proficiency.

Additional Information

What Success Looks Like

First twelve months:

• The new platform is designed and delivered to plan across the agreed scope, with a controlled cutover and no material disruption to service levels.
• Target ways of working are defined, agreed upon, and actually running in the new system rather than documented and ignored.
• Reporting continuity is maintained across the transition, with a reliable baseline to measure performance against.
• A clear, prioritized automation and AI roadmap is established, with initial high-impact initiatives delivered and measured.
• Strong adoption across the operation, evidenced by actual usage and quality measures.

Beyond year one:

• Sustained improvement in efficiency and consistency, measured against the initial baseline.
• Automation and AI capabilities are expanded and adopted with quantified business impact.
• A coherent, up-to-date design model of operational workflows is maintained as the department continues to evolve.

Perks of working with us:

How we work together:

• An inclusive, friendly, and international environment (you’ll be working with colleagues from +10 countries and over 48 nationalities)
• Shorter working week (36h as full time), with a half working day on Fridays
• Flexible start and end of the working day
• Possibility to work from anywhere for a period of time per year defined according to local regulations

How we learn together:

• Fri-Yays: half a day on Friday morning with a no-meeting mandate and dedicated to deep work, personal growth, learning and training and/or focus time.
• Professional and managerial skills development training paths, access to e-learning platforms such as O’reilly, Udemy, Coursera (depending on the department), and to our internal platform offering bespoke training content

Other perks:

• 2 paid days off per year for volunteering purposes
• Occasional social events to foster connections among colleagues
• Travel industry discounts and flash exclusive staff fares
• We support our employees through life's significant moments with leave options (e.g parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.

Wish you were here? We do, too!

Selection process steps*:

• HR interview (10-30 minutes)
• 1st interview (Manager)
• 2nd interview (Team)
• Offer extended

(*Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview)

Our commitment to celebrate diversity and generate belonging:

At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression, and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Eligibility criteria:

By submitting your information and application, you confirm that you are legally authorised to work in the country of employment and that you do not require visa sponsorship to obtain employment visa status.