Customer Service Representative (Hybrid Rotating) - English + European Languages

Job description

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 infrastructure—think “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 Booking.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. Barcelona, Catalonia, Spain (Hybrid) We're looking for an experienced Customer Service Representative to join our growing Customer Service team. This role focuses on handling urgent customer issues, travel disruptions, and high-priority cases that require rapid resolution. You will act as a critical point of contact for escalations, ensuring swift and professional responses to complex situations. If you enjoy solving complex problems, staying calm under pressure, and taking ownership until a case is fully resolved, you'll likely find this role rewarding. What you'll do • Handle emergency and urgent customer inquiries via phone, email, and chat • Resolve escalated issues and provide timely, effective solutions • Coordinate with internal teams, hotels/ airlines and partners to address travel disruptions • Maintain accurate records and documentation of incidents and resolutions • Monitor and track emergency cases to ensure resolution within SLA • Contribute to process improvements for the team This role could be a great fit if you… • Have at least 3 years of customer service experience , ideally within travel, hospitality, airlines, aviation, or a similar fast-paced environment. • Are fluent in English , with an additional European language such as French, German, Dutch, Italian , or another European language being a strong advantage. • Have experience handling escalations and urgent customer situations with confidence and professionalism. • Stay calm under pressure and can make sound decisions in time-sensitive situations. • Communicate clearly and professionally across phone, email, and chat. • Are highly organised, detail-oriented, and comfortable managing multiple priorities simultaneously. • Have experience using customer service platforms such as Zendesk , or similar CRM tools. • Are comfortable working a rotating schedule covering mornings, afternoons, evenings, weekends, and public holidays as part of a global 24/7 operation. This role is not primarily a night-shift position, although occasional overnight coverage may be required based on business needs. Shift Pattern This role follows a rotating schedule across mornings, afternoons, evenings, weekends and public holidays. • You'll rotate across different shifts based on business needs. • While this role is not primarily a night-shift position , occasional overnight coverage may be required. Who thrives at Nuitée If you enjoy solving problems that matter, taking ownership, and helping customers through challenging moments, you’ll likely thrive at Nuitée. You’ll join a collaborative, fa