Customer Care Incident Management Analyst

TL;DR

Customer Care Incident Management Analyst: Managing the analytical and tactical execution of mass incident processes to support operational stability with an accent on daily disruption monitoring and data-driven insights. Focus on evaluating incident severity, coordinating communication across global teams, and driving continuous improvement for future response efforts.

Location: Must be based in or able to relocate to Barcelona, Spain (Hybrid: 3 days/week in-office)

Company

An intelligent platform for travel and spend management that automates travel bookings, expenses, and invoicing to eliminate manual work.

What you will do

• Manage the technical execution of mass incident processes during active service disruptions.
• Monitor disruption channels and analyze data on affected trips to assess operational impact.
• Initiate incident responses and execute communication strategies with key internal stakeholders.
• Coordinate tactical actions such as deploying task forces and managing platform communications.
• Generate performance reports and lead post-incident analysis for continuous service improvement.
• Support daily team workflows and provide coaching to team members to ensure uniform request handling.

Requirements

• Must be based in or able to relocate to Barcelona, Spain.
• Must be able to work in the office 3 days per week.
• Strong English proficiency required.
• Experience in incident management or analytical support within customer operations.
• Strong problem-solving skills with the ability to identify root causes and implement solutions.
• Ability to adapt to a fast-paced environment and work effectively across cross-functional teams.

Culture & Benefits

• Competitive compensation including equity ownership.
• Generous vacation policy and public holidays.
• Choice of private healthcare or gym allowance.
• Access to comprehensive wellbeing support including therapy and coaching sessions.
• Up to 20 days per year of work-from-anywhere flexibility.
• 17 weeks of paid parental leave and 16 hours of paid volunteer time per year.