Team Lead Customer Service - Smoobu (m / f / d)

HomeToGo; Berlin; Hybrid; EUR 45.000 - 75.000; Vollzeit

Zusammenfassung

Join a dynamic and ambitious startup in the vacation rental industry as a Customer Service Team Lead. You will guide a team of specialists in providing exceptional support to a global user base, driving process improvements and fostering a culture of excellence. This role offers the opportunity to make a significant impact in a fast-paced environment, where your leadership will help shape the future of customer service in the tourism sector. Embrace the startup spirit while working for an established industry player, and enjoy a variety of perks including flexible work options and career development opportunities.

Leistungen

Competitive compensation package

Visa sponsorship & relocation assistance

27 paid vacation days

German courses

Internal and external workshops

Flexible work approach

Psychological support

Corporate benefits

Wellhub, clubs & sports

Startup spirit and culture

Qualifikationen

• 2+ years of experience in leading international Customer Service teams.
• Strong coaching skills with hands-on leadership mentality.

Aufgaben

• Lead and develop a team of customer service specialists.
• Monitor key performance metrics and improve service quality.

Kenntnisse

Customer Service Leadership

Coaching and Mentoring

Analytical Skills

SaaS Experience

CRM Systems Proficiency

Fluency in English and German

Tools

Pipedrive

Zendesk

Aircall

Jobbeschreibung

Smoobu (www.smoobu.com), a subsidiary of HomeToGo Group, is a fast-growing startup in the vacation rental industry. Smoobu’s SaaS solution currently empowers private hosts to manage over 100,000 properties across more than 110 countries. Smoobu runs as an independent enterprise within the HomeToGo Group, ensuring its startup spirit and growth potential remain at the forefront. Our top priority is to assist hosts in efficiently managing and growing their businesses simultaneously.

Smoobu’s success is attributed to our dynamic, ambitious, and international team, dedicated to exceeding our customers’ expectations through expert advice and action. We celebrate diversity and operate in a truly global environment, embracing the challenges and opportunities that come with it. Join us on this exciting journey to transform the vacation rental industry!

Your future contribution

As our product continues to evolve, we aim to set a new standard in the tourism industry by offering an exceptional user experience. As aCustomer 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.

How you’ll add value

• 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 advanced 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.
• Monitoring and leveraging quantitative and qualitative data to give regular feedback and boost service levels.
• Managing complex cases and customer escalations while providing expert guidance to the team.
• Driving strategic thinking and proactivity by proposing process improvements and solutions to operational challenges to enhance overall team efficiency.
• Contributing to the quarterly goal-setting process by identifying areas for improvement and implementing effective solutions.

You’ll be successful 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
• Are an analytical and solution-driven entrepreneur unafraid of trial and error.
• 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 able to work in a fast-paced and dynamic environment.
• Are fluent in English and German (a third European language is appreciated).
• Experience with AI solutions is a plus
• Experience working in travel tech SaaS is a big plus

What we offer

Your journey with Smoobu is a two way street - we’ve got you covered! We offer a diverse variety of benefits to enable your career development and make Smoobu a great place to work, including :

• The essentials : Competitive compensation package, visa sponsorship & relocation assistance
• full IT support & equipment, corporate benefits, modern offices, 27 paid vacation days a year (+ one additional day per year of employment until 32)
• Career growth : 360° feedback, open feedback culture, buddy and mentorship programs from an international team of passionate industry experts
• Personal development : German courses, internal and external workshops & trainings, company & team events, Wellhub, clubs & sports (e.g. volleyball, running), psychological support
• Startup spirit : We are fast, nimble, and results-driven—embracing a startup mentality even as a global, publicly listed company. We encourage ownership, support one another, and focus on getting things done.
• Flexible work approach : Office-led and remote friendly approach; employees are offered remote work flexibility for up to 50% of the year, including work from abroad benefits. Plus, access to a Travel Industry Card
• Climate action : Committed to being a pioneer in green travel : We partner with Plan A to take our environmental commitment to the next level by focusing on decarbonization, reduction targets and ESG reporting, and are a proud member of Leaders for Climate Action
• Certain conditions apply

About us

HomeToGo is the SaaS-enabled marketplace with the world's largest selection of vacation rentals, listing millions of offers from thousands of trusted partners, including Booking.com , Vrbo and TripAdvisor. From vacation homes, cabins, beach houses, apartments, condos, house boats, castles, farm stays and everything in between, HomeToGo combines price, destination, dates and amenities to find the perfect accommodation for any trip worldwide.

Founded in 2014, HomeToGo operates localized apps & websites in more than 30 countries across Europe, North America, South America, Australia and Asia-Pacific. HomeToGo also operates brands such as Agriturismo.it , AMIVAC, atraveo, Casamundo, CaseVacanza.it , e-domizil, EscapadaRural, Kurzurlaub, Kurz Mal Weg, Tripping.com and Wimdu.

HomeToGo 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 HomeToGo 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. We would really love to get to know you!