Overview
Implementation Specialist – Customer Service Jobs in Madrid, Community of Madrid, Spain at lastminute.com
Title: Implementation Specialist – Customer Service
Company: lastminute.com
Location: Madrid, Community of Madrid, Spain
The Company
At lastminute.com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world.
Job Description
We are looking for an Implementation Specialist – Customer Service to join our team of around 1,700 people worldwide and help us power up the traveller’s journey for millions of holidaymakers.
If you are passionate about turning complexity into scalable solutions and enjoy working at the intersection of Operations, Product, and Technology, keep on reading — you might be the perfect fit for this role.
In this role, you will be responsible for driving the successful rollout of new tools, systems, and process improvements across Customer Service Operations. You will act as a key bridge between operational teams and the teams designing and building our platforms, ensuring alignment, clarity, and measurable impact.
You will join our Customer Service Delivery team, a fast-paced and impactful environment where your work will directly contribute to improving operational efficiency and customer experience.
The Job In Brief
- Job Title – Implementation Specialist – Customer Service
- Working model – remote from Spain
- Team – you will join the Customer Service Delivery team
- Level – Professional
- Location – Madrid, Spain
- Contract – Permanent, full time (36 h/week)
What Your Impact Will Be
- End-to-end implementation: Lead the rollout of new tools, platforms, and processes across Customer Service Operations
- Cross-functional alignment: Act as the key connector between Operations, Product, IT, and Data teams
- Requirements translation: Transform operational needs and pain points into structured requirements and clear implementation roadmaps
- Stakeholder management: Align stakeholders on scope, priorities, timelines, and risks
- Automation & efficiency: Drive initiatives to reduce manual work and increase scalability
- AI enablement: Identify and implement AI-driven solutions to enhance operational efficiency and customer experience
- Go-live & adoption: Ensure smooth launches through structured enablement and stakeholder engagement
- Continuous improvement: Monitor post-launch performance and iterate to maximise impact
