Team Lead Customer Service (m/f/d)

Smoobu - The Vacation Rental Software; Berlin; Hybrid; EUR 50.000 - 70.000; Vollzeit

Benefits dieser Stelle

27 vacation days plus additional days for tenure

Flexibility to work remotely

Mobility perks including public transport subsidies

Mentorship program and professional development opportunities

Team events and wellbeing support

Zusammenfassung

A leading vacation rental management company in Berlin is seeking a Customer Service Team Lead to guide a team of 6-8 customer service specialists. You will ensure exceptional support for the global user base while driving process improvements and monitoring performance metrics. The ideal candidate has over 2 years of leadership experience in customer service and is fluent in both English and German. This role offers flexible working, 27 vacation days, and various mobility perks.

Qualifikationen

• Minimum of 2+ years of experience in leading international Customer Service teams.
• Hands-on leadership mentality and experience with coaching and mentoring.
• Proficient experience with CRM/Ticketing/Calling systems.

Aufgaben

• Provide guidance and leadership to the customer service team.
• Oversee support processes and ensure timely issue resolution.
• Drive process improvements and implement performance-tracking systems.

Kenntnisse

Leadership

Customer Service

Coaching

Problem-solving

CRM systems

Fluent in English and German

Tools

Pipedrive

Zendesk

Aircall

Jobbeschreibung

At Smoobu, we are building more than just software. We empower everyday people to become successful entrepreneurs by helping them manage their vacation rentals simply and efficiently. Our platform supports over 100,000 properties in 120+ countries, enabling hosts to grow their businesses confidently and efficiently.

That kind of impact doesn’t come from playing it safe; it comes from people who take ownership, act purposefully, and work together to make things happen.

How You Will Contribute To Our Success

From your first day, you will have the space to take initiative, make meaningful contributions, and help drive us forward as a team. As our product continues to evolve, we aim to set a new standard in the tourism industry by offering an exceptional user experience. As a Customer Service Team Lead, your primary focus will be to provide guidance and leadership to your team, ensuring exceptional customer support for our global user base. Your leadership will be instrumental in helping customers maximize the value of our software while fostering a culture of excellence within the team.

You will oversee support processes, ensure timely issue resolution, and continuously work on improving service quality. Additionally, you will proactively drive process improvements and implement key performance-tracking systems to enhance accountability and efficiency. Your role also involves managing escalations and mentoring your team to develop technical expertise and problem-solving skills.

• Leading and developing a team of 6-8 customer service specialists, coaching and empowering them to deliver high-standard support experiences while continuously expanding their skill sets.
• Developing deep technical expertise to improve troubleshooting capabilities and product knowledge, ensuring effective team support.
• Implementing a system to monitor key performance metrics in real time (e.g., ticket movement, chat response times) and holding the team accountable for meeting established service levels.
• Creating and optimizing work schedules to ensure adequate coverage across all service channels.
• Managing complex cases and customer escalations while providing expert guidance to the team.
• Contributing to the quarterly goal-setting process by identifying areas for improvement and implementing effective solutions.

You will thrive in this role if you

• Have a minimum of 2+ years of experience in leading and developing international Customer Service teams
• Are living a hands-on leadership mentality and are a role model for your team.
• Possess strong coaching and mentoring skills with experience in 1:1 feedback.
• Are business-driven, consistently striving to meet and surpass your KPIs
• Proactively identify operational inefficiencies and implement solutions to improve team performance.
• Have experience in SaaS for Small and Medium-sized businesses (SMB)
• Have proficient hands-on experience with CRM / Ticketing /Calling systems (Pipedrive, Zendesk and Aircall are big plus)
• Are fluent in English and German (a third European language is appreciated).
• Are dependable, hands-on, and take initiative without needing constant direction
• Bring focus and clarity to your work while keeping solutions practical
• Feel energized by a dynamic, ever-changing environment and can prioritize effectively

What You Can Expect

• Flexibility – We work remotely for up to 50% of the year, including up to 63 working days abroad.
• Time to Recharge – 27 vacation days, plus one extra day for each year of tenure (up to 32). Celebrate your 5th anniversary with five additional paid days off and a €500 HomeToGo booking credit.
• Mobility perks– Monthly subsidy for the Deutschland-Ticket (nationwide public transport) and tax-advantaged bike leasing via salary conversion.
• Learning & Growth – Mentorship program, Lingoda German classes, professional development opportunities, and clear pathways for growth based on your performance.
• Wellbeing & Fun – Team events, a dog-friendly office, social clubs, new joiner buddy lunches, mental health support, and a Wellhub (Gympass) contribution.
• Perks & Discounts – Enjoy corporate discounts and exclusive offers through FutureBens and Corporate Benefits.
• Climate Commitment – CSRD-compliant, proud member of Leaders for Climate Action, partnering with Plan A to set and track the Group’s carbon footprint.
• Diversity: Our company language is English, and our team represents over 28 nationalities.

Recruitment Process

• 30-minute call with a recruiter
• 45-60 minute call with your future manager
• 45–60 minute technical assessment with a peer or stakeholder. This step may include a discussion of a take-home assignment, which you may be asked to prepare in advance.
• 30-minute call with your future team members
• Reference check & Offer

Smoobu is an Equal Opportunity Employer, committed to hiring and nurturing exceptional talent, representing various backgrounds, perspectives and skills. We are authentically candid and open-minded, fostering a safe environment for diverse opinions. Our hiring decisions are based on qualifications, merit and business needs. We do not discriminate against race, ethnic origin, gender, sexual orientation, religion, political, ideological or religious views, disability or age.

We are committed to creating and maintaining a workforce of equality and diversity at Smoobu and to provide opportunities to everyone. We therefore welcome your application even if you aren't completely confident that your experiences fit the job description criteria.