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 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.

• 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

• 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