Head of Customer Service (Travel)

Location: Málaga, Spain; hybrid setup with 50%+ in-office time

Company

hirify.global is a holiday rental technology company helping hosts generate bookings and guests find suitable holiday homes, serving more than 40,000 hosts and 4 million annual guests.

What you will do

• Own performance across in-house and outsourced customer service teams, including resolution, customer satisfaction, response and resolution times, and productivity.
• Manage, coach, and develop three Team Leads and nearly 40 in-house advisors, while potentially leading a market team directly.
• Improve partner performance through target setting, coaching, quality reviews, partner feedback, selection, onboarding, and incentives.
• Remove operational friction, reduce escalations, and lead the rollout of the new case management platform and end-to-end resolution model.
• Build hands-on onboarding and coaching practices, including buddy systems, and represent guest and host needs with Product, Tech, Sales, and Account Management.

Requirements

• 8+ years of experience in customer service or customer operations, including 4+ years managing managers or multiple teams.
• Experience leading operations of 100+ people across in-house and outsourced teams.
• Proven success improving team productivity and quality with measurable performance gains.
• Experience managing outsourced support partners or BPOs for performance and quality.
• Experience leading teams through changes involving tools or organizational structures while maintaining engagement.
• Experience with complex, emotional B2C cases, such as travel, hospitality, or tour operations.
• Strong data and KPI skills for identifying root causes and driving action.
• Hands-on leadership style, including willingness to handle customer cases directly and develop team accountability.
• Fluent English required. Spanish, German, Italian, or French is a plus.
• AI-literate, with experience using AI tools and running a team alongside AI agents or automation.

Nice to have

• Spanish, German, Italian, or French language skills.

Culture & Benefits

• Hybrid work with 50%+ in-office time for collaboration and up to 8 weeks per year from other locations.
• International, collaborative environment across almost 30 offices, with regular events and meet-ups.
• Mentorship, personal learning budgets, and a strong focus on AI-related learning.
• Modern technology environment combining scale-up pace with an established business model.
• Travel benefits, gym discounts, and other employee perks.

Hiring process

• Apply online through hirify.global’s career page; the initial HR contact is Lena.
• Applications may be submitted without a photo or personal details such as gender, date of birth, marital status, nationality, or disability status.
• Interview, office-visit, and recruitment-process assistance is available on request.