Team Lead, Customer Service – Business Travel

Lanes & Planes

. Lead and develop the transport-focused support agent team .

Posted 10/31/2026full-timeRemote • GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in customer support, focusing on team development, process optimization, and customer satisfaction metrics. Proficient in managing teams with a data-driven approach while fostering clear communication and a solution-oriented mindset.

Highest-signal resume keywords

Leadership Experience in Customer SupportTeam Management Based on KPIsProcess Optimization SkillsProficiency in Zendesk and Google WorkspaceBusiness-Fluent German and Very Good English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support ManagementProcess ManagementData AnalysisAgile MethodologyKPI Measurement

Soft Skills

Clear CommunicationSolution-Oriented MindsetTask PrioritizationFlexibility in Dynamic Situations

Tools & Technologies

ZendeskCloud TelephonyGoogle Workspace

Industry Keywords

TourismB2B SaaSCustomer CareTravel Management

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead and develop the transport-focused support agent team
Promote goal-oriented leadership, clear communication, and a solution-focused mindset within the team
Take responsibility for recruiting new colleagues in collaboration with HR
Optimize support processes using data and make them more efficient and scalable
Measure and sustainably improve customer satisfaction through defined metrics and KPIs
Respond flexibly to new challenges and lead the team confidently in dynamic situations

Requirements

What you’ll need

More than 3 years of experience in a leadership role in Customer Support, Travel Management, Customer Care, or a comparable field, including disciplinary management
Experience in the tourism and/or B2B SaaS industries is preferred
Ability to prioritize tasks
Agile approach to work
Ability to explain complex matters in a clear and comprehensible manner
Excellent communication skills and a practical, solution-oriented approach
Strong technical affinity
Familiarity with tools such as Zendesk, cloud telephony, and Google Workspace is preferred
Ability to manage a team based on KPIs
Structured and methodical approach
Affinity for processes, along with initial experience in project and process management
Customer- and service-oriented mindset
Business-fluent German and very good written and spoken English

Benefits

Comp & perks

Hybrid working models or 100% remote work available
Up to 60 days per year of working remotely from another EU country
Ergonomic home office equipment for 100% remote employees after the probationary period
New IT equipment, including a MacBook, keyboard, and mouse
28 days of annual leave, automatically increasing to a maximum of 30 days
10% discount on private travel booked through the Lanes & Planes platform
DRV card offering discounts on leisure activities after the probationary period
€30 monthly allowance for one benefit of your choice: Deutschlandticket, Wellpass, JobRad, employee savings benefits, or occupational pension scheme, after the probationary period
Two established feedback meetings per year
Annual company workation