Customer Service Representative (Weekend Shift) - English + European Languages

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. Help travelers when they need it most: weekends We're looking for an experienced Customer Service Representative (Weekend Shift) to join our growing Customer Service team. This role focuses on supporting travelers during weekends, when fast, reliable customer support is essential. You'll help resolve urgent customer issues, travel disruptions, and escalations while ensuring an exceptional customer experience. If you enjoy solving complex problems and prefer a schedule centered around weekend operations, we'd love to hear from you. 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 Emergency Team Shift Pattern This role is designed primarily for weekend coverage . You'll mainly work Saturdays and Sundays , with additional weekday shifts scheduled as required. If you work during the weekend, you'll receive two consecutive days off during the week , ensuring a balanced work schedule. Flexibility around public holidays is expected as part of our 24/7 operation. 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. 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, 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! Why Nuitee? At Nuitée, we’re not just reimagining travel—we’re building the infrastructure to power it.…