Customer Support Team Lead DACH

hace 1 semana


Barcelona, España Mews A tiempo completo

As a Customer Support Team Lead for our DACH region you’ll build a strong team and shape staff behaviors to accomplish desired results. You’ll 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 teamPerform periodic performance reviews, facilitate career pathing and develop professional improvement plansServe as point of escalation for your team and German‑speaking customer baseIdentify knowledge gaps and eliminate them through additional training / coaching sessionsMonitor SLAs, analyze potential violations and implement preventative measuresLead by example while working as an independent contributor when neededYou’ll be a great fit if you bring a few of the below with you :Fluent German and English essential for supporting our DACH customers3 years in customer success with proven track record in support operations1 year of team leadership experience managing day‑to‑day support operationsOutstanding communication skills both written and verbalStrong people skills and organizational abilitiesExperience with support platforms (Zendesk, Intercom, Freshdesk) preferredHospitality tech or PMS experience is a plusEmployment Type : Full TimeVacancy : 1#J-18808-Ljbffr



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