Job Description
Team: Support
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Customer Support in Germany.
This role is a key leadership position within a global, fast-paced hospitality technology environment, where customer experience directly impacts thousands of properties worldwide. You will lead and develop a team of Customer Support Leads, ensuring high-quality service delivery across complex and high-impact customer interactions. The position requires strong operational expertise, particularly from the hospitality sector, combined with a hands-on leadership style. You will act as an escalation point for critical issues, working closely with customers to resolve problems quickly and effectively. This is a highly people-focused role where coaching, performance management, and team development are central to success. You will also collaborate cross-functionally with Product and Engineering teams to improve service quality at scale. The environment is remote, international, and built around ownership, accountability, and continuous improvement.
Accountabilities:
- Lead, coach, and develop a team of Customer Support Leads, ensuring strong performance, clear goals, and continuous growth through regular 1:1s and feedback.
- Act as the main escalation point for complex customer issues, leveraging hospitality operations experience to resolve critical problems with urgency and empathy.
- Oversee key support performance metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, identifying trends and improvement opportunities.
- Drive a culture of ownership and accountability, including directly engaging with customers when necessary to resolve urgent issues.
- Use customer feedback and ticket data to identify root causes and implement structural improvements rather than reactive fixes.
- Collaborate with Product, Engineering, and CS leadership to surface insights and contribute to platform and process enhancements.
- Leverage AI-powered tools and systems to improve team efficiency and optimize support operations.
- Participate in hiring, onboarding, and retention efforts to build a high-performing and engaged support team.
- Significant hands-on experience in hotel or resort operations (e.g., front office, property management, revenue management, F&B, or events) in a quality independent, branded, or managed property.
- 2+ years of experience leading or supervising a customer-facing or support team.
- Strong understanding of customer support metrics and operational performance management.
- High technical aptitude with the ability to quickly learn and adapt to new tools and systems.
- Experience working in fast-paced, high-change environments requiring adaptability and strong prioritization.
- Excellent communication and interpersonal skills, with confidence handling escalations and high-pressure situations.
- Fluent in English and Spanish (mandatory); Portuguese is a strong plus.
- Strong ownership mindset with a proactive, hands-on leadership approach.
- Experience in SaaS or hospitality technology support environments is a plus.
- Fully remote-first work environment with global flexibility.
- Paid time off aligned with local labor regulations.
- Monthly wellness Fridays for extended long weekends.
- Full paid parental leave policy.
- Home office stipend depending on country of residence.
- Access to professional development programs, including leadership and technical training.
- Continuous learning opportunities through internal training and knowledge-sharing programs.
- Inclusive, diverse, and global team culture with over 40 countries represented.
- Opportunity to work at the intersection of hospitality and innovative SaaS technology.
Requirements:
Benefits:
Explore More
Date Posted
05/18/2026
Views
0
Similar Jobs
Solution Developer, Global Sovereign Solutions - Jobgether
Views in the last 30 days - 0
View Details