Head of Customer Support (w/m/d) - Hotel (befristet)
Core
Define and optimize the customer support strategy and operations for a B2B travel and expense management platform, ensuring high customer satisfaction and driving team performance.
Role type
Senior leadership customer support head (team of 2-5 leads, 10-50 agents)
Builds
Customer support operations, team culture, and service quality for a B2B travel management SaaS
Domain
Travel technology / B2B SaaS
Required skills
Strategic planning, performance analysis, process optimization, team leadership, budget management, cross-functional collaboration
Preferred skills
Hotel management or tourism background, agile environment experience, innovative support technologies
Technologies
Customer support tools, travel management platforms
Responsibilities
Develop strategic initiatives to improve customer satisfaction, analyze service quality metrics and drive improvements, optimize support processes and workflows, coach and develop team leads, manage resources and budget, act as escalation point for complex issues
Seniority
Senior, hands-on IC with leadership responsibilities