Team Lead Customer

Vor 3 Tagen

Munich, Deutschland Apaleo Vollzeit

Apaleo's API-first property management platform empowers accommodation providers to design a technology stack that creates unique digital guest & staff experiences. The Apaleo Store enables integrations to hundreds of apps to streamline operations, enhance the guest journey and maximize revenue.

Are you up for the challenge? We're looking for a **Team Lead Customer & Partner Support (f/m/d)** to join our team in Munich

This role leads the strategy and execution for the support team to ensure the successful adoption of Apaleo's customers. This includes leading the team of customer support agents and technical support engineers by acting as a coach and strategic planner.

**What You'll Be Up To**:

- Evolve the support team for a global customer base while maintaining a high CSAT and ultra-fast response time;
- Create and implement the strategy of scaling the support team to enable it to cover Enterprise level customers with 24/7 support;
- Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management;
- Encourage your team peers to stay accountable and provide the necessary support;
- Become the customer advocate by sharing customer insights internally and externally;
- Collaborate with our leadership to develop the support strategy;
- Align with our growth and product teams about new customer SLA expectations.

**Your skills**:

- You have worked in SaaS/PaaS/IaaS product-companies before;
- You have successfully built or led customer support teams before, and peers know you as an empathetic leader, capable of moving forward and guiding others to success;
- You stay up to date with the use of new tools, technologies and digital assets to evolve the digital customer experience; You develop your strategies based on data.
- You know how to set individual goals and communicate the strategy, tactics and behaviours required to achieve those goals;
- You take care of creating a safe environment that allows everyone to speak up and contribute;
- You're able to communicate complex technical topics to customers and co-workers of varying technical skill levels;
- You have a strong drive for improvement, continuous learning and high flexibility to adjust quickly;
- You are business-fluent in English. The ability to speak German fluently is an advantage.

**We offer**:

- A diverse team of motivated and international experts from various disciplines and backgrounds;
- Flexible structure with a flat hierarchy;
- A key role in one of the most promising international start-ups in the hospitality industry, located in the heart of Munich;
- Fair compensation with a transparent peer review and career progression plan;
- Flexible hours and free choice of work location;
- Team events: cocktail club, dinners, meet-ups, Oktoberfest;
- 30 vacation days per year;
- Free public transportation inside the city of Munich.

**What You Will Get From Us**:
You will be a part of an exciting, open and agile team, where your voice matters and where it has a company-wide impact. We are committed to building a diverse and inclusive environment for everybody. With us, you not only have the opportunity to shape the future of hospitality but also to shape your own career in any direction. We want you to grow with us

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