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

• 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.

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.

• 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 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.

This role could be a great fit if you...

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, fast-moving team where your decisions have a direct impact on the customer experience. Every day is different, and you'll play a key role in helping travelers navigate unexpected situations with confidence.

If this sounds like the kind of challenge you're looking for, we'd love to hear from you!

At Nuitée, we're not just reimagining travel-we're building the infrastructure to power it.

• Massive Market Opportunity: We are tackling the $9.9tn travel industry, starting with the $75 billion B2B hotel market, a fragmented space filled with outdated systems, gatekeepers, and inefficiencies. Nuitée's API-first platform is solving this, enabling businesses to access hotel inventory seamlessly and at scale.
• World-Class Backing: Backed by Accel and visionary leaders across tech and travel-including Booking.com, Stripe, and Shopify-we're equipped to scale our ambition globally.
• Bootstrapped Resilience, Startup Agility: Having grown profitably for years without external funding, we combine operational discipline with the speed and innovation of a scaling startup.
• Global Impact: Our infrastructure supports partners like Google, Grab, worldwide fintechs, superapps, travel companies and others
• AI-Driven Innovation: Nuitée is uniquely positioned to power the future of travel in the AI era-enabling seamless, intelligent, and hyper-personalized travel interactions.

By joining Nuitée, you'll be part of a team that's building a category-defining platform. You'll work on a global scale, innovate alongside industry leaders, and help drive the next phase of travel technology. If you're excited to push boundaries, redefine a multi-trillion-dollar industry, and grow with us-Nuitée is the place for you.