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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Support teams, with a focus on process improvement and performance monitoring. Proficient in German at C2 level, with strong communication skills to facilitate collaboration across departments and enhance customer satisfaction.
Highest-signal resume keywords
Customer Support LeadershipProcess ImprovementPerformance MonitoringGerman Proficiency (C2)Hospitality Industry Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Analytical ApproachCalm Decision-MakingClear CommunicationAppreciative CommunicationDependable Communication
Industry Keywords
Customer SuccessSoftware ProductsReservationsFront OfficeRevenue Management
About the role
Key responsibilities & impact- Lead the international Customer Support team
- Create an environment in which employees take ownership and share knowledge
- Identify and improve support processes
- Continuously develop the support function together with the team
- Monitor and interpret key performance indicators
- Work closely with Product Management, Engineering, and Sales
- Channel customer feedback into product improvements
- Handle escalations with confidence and professionalism
- Develop sustainable, long-term solutions
Requirements
What you’ll need- Experience leading a Customer Support or Customer Success team
- Ideally, experience in software companies offering complex products that require explanation
- Experience in the hospitality industry is particularly welcome, for example in reservations, Front Office, or Revenue Management
- Structured and analytical approach to work
- Calm and balanced decision-making
- Clear, appreciative, and dependable communication
- German proficiency at least at C2 level
- English skills are helpful for international communication
- Willingness and motivation to continuously improve processes and ways of working
Benefits
Comp & perks- Permanent employment contract
- Long-term career prospects in an owner-managed company
- Annual leave entitlement that increases over time
- Working hours from Monday to Friday
- Overtime can be converted into time off
- Two days of remote work per week
- Three days of collaborative work in the office
- Flexible dress code
- Opportunity to have a say in major decisions and office-related matters
- Team activities outside of work, such as outings on the River Spree, bowling, and cake parties