Customer Support Team Lead DACH (mfd)

Mews; Berlin; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading hospitality tech company in Berlin is looking for a Customer Support Team Lead for the DACH region. In this pivotal role, you will supervise the support team, coach staff, and shape behaviors to enhance customer service. Ideal candidates will be fluent in German and English with at least 3 years of customer success experience and 1 year in team leadership. This position offers the opportunity to make a significant impact as we scale our German-speaking customer support operations.

Qualifikationen

• Fluent German and English essential for supporting our DACH customers.
• 3 years in customer success with proven track record in support operations.
• 1 years team leadership experience managing day-to-day support operations.

Aufgaben

• Supervise day-to-day operations of the DACH customer support team.
• Perform periodic performance reviews and develop professional improvement plans.
• Serve as point of escalation for your team and German-speaking customer base.

Kenntnisse

Fluent German

Fluent English

Outstanding communication skills

Strong people skills

Organizational abilities

Tools

Zendesk

Intercom

Freshdesk

Jobbeschreibung

As a Customer Support Team Lead for our DACH region youll build a strong team and shape staff behaviors to accomplish desired results. Youll coach our Support team staff to deliver exceptional customer service and play a collaborative role in growing and implementing standards and processes. This is a pivotal leadership role as we scale our German-speaking customer support operations.

Your mission should you choose to accept it :

• Supervise day-to-day operations of the DACH customer support team
• Perform periodic performance reviews facilitate career pathing and develop professional improvement plans
• Serve as point of escalation for your team and German-speaking customer base
• Identify knowledge gaps and eliminate them through additional training / coaching sessions
• Monitor SLAs analyze potential violations and implement preventative measures
• Lead by example while working as an independent contributor when needed

Youll be a great fit if you bring a few of the below with you :

• Fluent German and English essential for supporting our DACH customers
• 3 years in customer success with proven track record in support operations
• 1 years team leadership experience managing day-to-day support operations
• Outstanding communication skills both written and verbal
• Strong people skills and organizational abilities
• Experience with support platforms (Zendesk Intercom Freshdesk) preferred
• Hospitality tech or PMS experience is a plus