Head of Customer Service

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.

Your future team

As Head of Customer Service, you'll lead Holidu's Customer Happiness front line from our Málaga office: 3 in-house Team Leads, almost 40 in-house advisors, and 150+ partner advisors. You may initially lead one market team directly while we complete the Team Lead bench.

You'll report to the Director of Customer Happiness and work alongside our enablement teams whose job is to equip the front line to succeed. We're at a turning point: we're moving to a new case management platform, rethinking how we measure performance, and redesigning how our teams work together. You'll be one of the people shaping it.

What you will do

Own front-line performance

• Own the results of our internal and external handling teams: resolution, customer satisfaction, response and resolution times, and productivity

• Set clear expectations, run a weekly performance rhythm with your Team Leads and partners, and act fast when results slip

• Make the tough calls when needed - on performance, staffing and priorities

Lead the leaders

• Manage, coach and develop our Team Leads in Málaga, building a leadership team that sets a high standard and holds each other accountable

• Potentially lead one market team directly at first, and stay close to the work by regularly handling cases yourself

• Build a culture of ownership, independent judgement, and pride in the work, with a clear development path for advisors from junior to senior

Get the best out of our partners

• Share accountability with our Workforce Management team for partner performance: help define performance targets, train and coach partner teams on their floors, and funnel partner feedback to our enablement teams so root causes get fixed

• Spend time on site with them, review quality together, and reduce escalations that bounce back to the in-house team

• Contribute to partner selection, onboarding and incentive design

Fix how we work

• Spot and remove friction on the front line: unnecessary escalations, duplicated work and outdated processes

• Be the operational voice in the rollout of our new case management platform, making sure workflows reflect how cases are really handled

• Bring coaching back to the floor - buddy systems and hands-on onboarding - so new advisors and partner staff get up to speed fast and continuously improve

• Lead the move to a model where complex cases are solved end to end by our in-house experts, with no escalation layers

Build bridges

• Work as one team with our enablement functions: be clear about what the front line needs, and hold them to it

• Represent the voice of our guests and hosts in cross-functional discussions with Product, Tech, Sales and Account Management

What success looks like

• 30 days: you know every Team Lead, have handled cases in each queue, and have spent time with our partners

• 90 days: shared targets are agreed with Team Leads and partners, a weekly performance rhythm is running, and first quick wins are delivered

• 6 months: measurable improvement in cost per resolved case, CSAT, escalation rates, a stronger Team Lead bench, and all advisors performing to a higher standard

What you bring

• 8+ years of experience in customer service or customer operations, of which 4+ managing managers or multiple teams

• Has led an operation of 100+ people across in-house and outsourced teams

• A proven track record of turning around team performance, with measurable gains in both productivity and quality

• Experience managing outsourced support partners (BPOs) on performance and quality

• A leader who sets a high bar and holds people to it, while genuinely caring about their growth - you help your teams meet expectations rather than shield them from them

• Hands-on: you're comfortable stepping onto the floor and handling cases yourself

• Strong with data - you use KPIs to find root causes and drive action, not just to report

• Experience leading teams through change - new tools, new structures - while keeping people engaged

• Experience with complex, emotional B2C cases (eg. travel, hospitality, tour operators), not only transactional ticket queues

• AI-literate: you use AI tools in your own work, and you have run a team alongside AI agents or automation. You know where AI resolves, where it fails, and how to measure it.

• Fluent English; another of our market languages (Spanish, German, Italian, French) is 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

Apply now!

Apply online on our career page! Your first travel contact will be Lena from HR.

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.