Customer Support Team Lead DACH

hace 6 días

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 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 You’ll 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 year of 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 Employment Type : Full Time Vacancy : 1 #J-18808-Ljbffr

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