Head of Support

vor 2 Monaten

Munich, Deutschland Lanes & Planes GmbH Vollzeit

Deine Position

In deiner Rolle "Head of Customer Support - Hotel (m/w/d)" verantwortest und treibst du mit deinem Customer Support Team die langfristige Bindung, die Unterstützung und das Wachstum unserer Kunden. Dabei bist du Teil unseres Senior Managements, Direct Report an unseren CEO und damit aktiver Mitgestalter unseres Unternehmens.

Dein Arbeitsalltag

**Aufgaben und Verantwortlichkeiten**:

- Teamführung im Hotelbereich: Leite und motiviere ein bis zwei Teamleads, die jeweils für einen spezifischen Unterbereich des Hotel-Supports zuständig sind.
- Strategische Planung: Entwickle gemeinsam mit den Teamleads strategische Initiativen, um die Kundenzufriedenheit zu steigern und die Supportprozesse kontinuierlich zu verbessern.
- Führung und Entwicklung der Teamleads: Unterstütze und entwickle die Teamleads, um sicherzustellen, dass sie ihre Teams effektiv leiten und Spitzenleistungen erzielen.
- Effizienzsteigerung: Implementiere effektive Arbeitsabläufe und innovative Lösungen, um eine effiziente Bearbeitung von Kundenanfragen im Hotelbereich sicherzustellen.
- Qualitätskontrolle: Überwache die Servicequalität durch regelmäßige Audits und implementiere Maßnahmen zur ständigen Verbesserung.
- Teammanagement: Verantworte insgesamt fünf bis zehn Support Agenten pro Teamlead und sorge für eine inspirierende Arbeitsumgebung.

Dein Profil
- Abgeschlossenes Studium im Bereich Hotelmanagement, Tourismus oder vergleichbare Qualifikation.
- Mehrjährige Erfahrung in der Leitung von Supportteams, idealerweise im Bereich Hotel oder verwandten Dienstleistungen.
- Starke Führungsfähigkeiten und Erfahrung in der Entwicklung von Teams.
- Proaktive, lösungsorientierte Denkweise und Flexibilität in einem agilen Umfeld.
- Kenntnisse der Hotellerie und Begeisterung für innovative Technologien im Kundensupport.
- Fließende Englisch
- und Deutschkenntnisse

Was dich bei uns erwartet

Du hast Lust zu uns ins Lanes&Planes Cockpit einzusteigen, als Lanie abzuheben und brennst für den Bereich Customer Support?
Wir suchen Teamplayer, die Spaß daran haben Ownership für Projekte und Themenbereiche zu übernehmen und nicht auf der gleichen Stelle treten, sondern mit uns über sich hinauswachsen wollen und dabei einen echten Einfluss auf den Erfolg unseres Teams haben.

**Was dich bei uns erwartet**:

- Deine Arbeitszeiten kannst du eigenverantwortlich und flexibel gestalten
- Wir bieten dir 50% mobiles arbeiten pro Woche an, wenn du ein hybrides Arbeitsmodell gewählt hast
- Bis zu 30 Tage pro Kalenderjahr mobiles Arbeiten im europäischen Ausland möglich
- 28 Tage Urlaub pro Jahr, dich sich automatisch in Intervallen steigern bis zu 30 Tagen Urlaub pro Jahr
- Professionelle, ergonomische Office-Infrastruktur in unserem modernen Büro mit Blick auf die Berge und Münchens Skyline.
- Individuelle Weiterentwicklungs-Perspektiven, die zu dir passen
- Eine offene Feedbackkultur ist Teil unserer Unternehmens-DNA. Mit zwei fest etablierten Feedbackgesprächen pro Jahr, fördern wir neben dem regelmäßigen Austausch auch übergreifendes Feedback und Weiterentwicklungsperspektiven
- Profitiere von vielfältigen Vorteilen wie 10% Rabatt auf private Reisen über unser L&P Tool
- Ermäßigte Freizeitangebote mit einer DRV Karte nach bestandener Probezeit
- Erhalte nach deiner Probezeit einen zusätzlichen Zuschuss von 30€ für ein Benefit deiner Wahl, sei es Sport (zB. Urban Sports Club), Jobrad, Vermögenswirksame Leistungen, betriebliche Altersvorsorge oder ein Deutschlandticket - du entscheidest
- Die Möglichkeit auf ein jährliches Offsite-Event im Ausland mit deinem Team, um noch stärker zusammen wachsen zu können
- Kreativer Freiraum und aktive Teilnahme am Aufbau unseres Unternehmens

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