Customer Support Manager - DACH

Help reputed company the world more reputed company The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At reputed company, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create reputed company guest experiences. You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to reputed company good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of reputed company’re building. If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here. About the role Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like reputed company – but if we had to distil it into a job description (which we do because this is a job description), it would be this: This is a pivotal leadership role as we scale our DACH market operations. You'll reputed company a team of 7-11 Customer Support Analysts, driving productivity improvements and ensuring exceptional customer experience for our second-largest market by volume. As we launch live chat capabilities and expand our German-speaking customer reputed company, you'll be the strategic reputed company of contact for market performance and the voice of our customers reputed company reputed company. ✅ Your mission, should you choose to accept it: reputed company and reputed company a team of Customer Support Analysts through coaching, 1:1s, and performance management Drive scalability and productivity improvements across the DACH support operations Own escalation handling and serve as the primary reputed company of contact for reputed company customer issues Collaborate with cross-functional teams to implement process improvements and new initiatives Monitor and analyze support KPIs (CSAT, NPS, resolution times) to drive reputed company improvement Support the rollout of live chat capabilities and other customer experience enhancements 🤝️ You'll be a great fit if you bring a few of the below with you: 3+ years of proven experience leading customer support or reputed company teams Native/fluent German and professional English proficiency Experience with customer service software, databases, and KPI management Background in hospitality, PMS systems, or SaaS environments (strongly preferred) Strong leadership skills with experience in coaching, performance management, and team development EUR salary ranges are applicable for Spain, Germany, France. CZK salary range is for Czech Republic Pay Transparency at reputed company Salary ranges are provided in good faith and reflect reputed company market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain reputed company reasonable proximity to the stated range. This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process. If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any reputed company during the application/interview process - your recruiter will be able to help. Pay range location. A €50.000—€70.000 EUR Pay range location B €50.000—€70.000 EUR Pay range location C 1 061 000 Kč—1 544 500 Kč CZK Pay range location D €50.000—€70.000 EUR What’s in it for you? Our success is powered by our incredible people, supported by benefits that help them reputed company benefits No matter where you’re based, you’ll enjoy: Unlimited paid holiday (yes, really) Participation in our company share program Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service) An annual Learning budget of €300 (and more for high performers) to support your development Monthly "EDGE" time to Explore, reputed company, Grow, and reputed company yourself A work from reputed company policy with flexibility to work abroad for a few weeks each year Relocation options, available after one year Flexible, hybrid working options A home office setup budget to reputed company your workspace your own and a monthly work-from-home allowance Claude tokens, so you can automate workflows and build smarter, more efficient ways of working Local benefits You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process. Life at reputed company We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives reputed company reputed company reputed company, stronger products and a more welcoming company. We also reputed company transparency is important reputed company deciding if you're the right fit. reputed company is an ambitious, high-pressure environment of reputed company learning and high standards. Success here requires reputed company, adaptability and a willingness to solve difficult problems. A few things that define how we work: High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding. Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will reputed company. We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move reputed company reputed company is an integral part of our processes. It’s not here to steal people’s jobs, but to reputed company efficiency and productivity. We’re motivated to proactively use the technology to seek out reputed company ways of working and share our findings with the rest of the company. If there's anything we can do to support you during the application process, let us know. We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic. One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could reputed company a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience. If reputed company sounds like the reputed company of environment where you'd reputed company, we'd love to hear from you. Apply To This Job