Team Lead, Customer Service – Business Travel

This is a fully remote position, open to applicants in Germany.

📋 Description

• Lead and cultivate the team of transport-focused support agents.

• Encourage goal-driven leadership, effective communication, and a solution-oriented mindset within the team.

• Take charge of recruiting new team members in partnership with HR.

• Enhance support processes by leveraging data to increase efficiency and scalability.

• Assess and continuously improve customer satisfaction using established metrics and KPIs.

• Adapt to new challenges with flexibility and guide the team confidently through dynamic situations.

⛳️ Requirements

• Over 3 years of experience in a leadership position within Customer Support, Travel Management, Customer Care, or a related area, including disciplinary management.

• Preferred experience in the tourism and/or B2B SaaS sectors.

• Strong ability to prioritize tasks effectively.

• Agile work approach.

• Capability to articulate complex topics in a clear and understandable manner.

• Exceptional communication skills and a practical, solution-oriented mindset.

• Strong affinity for technology.

• Familiarity with tools such as Zendesk, cloud telephony, and Google Workspace is a plus.

• Proficient in managing a team based on KPIs.

• Systematic and methodical work style.

• Process-oriented mindset with initial experience in project and process management.

• Customer- and service-focused attitude.

• Business-fluent in German and proficient in written and spoken English.

🏝️ Benefits

• Hybrid working models or fully remote work options available.

• Up to 60 days annually of remote work from another EU country.

• Ergonomic home office equipment provided for fully remote employees after the probation period.

• New IT equipment, including a MacBook, keyboard, and mouse.

• 28 days of annual leave, increasing to a maximum of 30 days automatically.

• 10% discount on personal travel booked through the Lanes & Planes platform.

• DRV card providing discounts on leisure activities following the probation period.

• €30 monthly allowance for one benefit of your choice: Deutschlandticket, Wellpass, JobRad, employee savings benefits, or occupational pension scheme, after the probation period.

• Two scheduled feedback meetings each year.

• Annual company workation.