German Team Leader

About the role: 

Our Team Lead is the direct manager to Customer Support Consultants DE and is responsible for managing their day-to-day adherence and availability while driving their performance inline with our predefined Performance Framework. They are accountable for service levels and productivity targets, with a goal to deliver stand-out CX. 

Your main duties and responsibilities will be - but not limited to:

Team Management, QA & Coaching

• Onboard and train new and existing team members and equip them to thrive when performing all aspects of their role

• Assess the contact points completed by your CSCs using our quality assurance framework to identify performance gaps and trends

• Coach team members by providing performance feedback on a regular basis and equip them with effective strategies to enhance their performance

• Develop team members and nurture top talent and succession, guided by our internal stripe framework

• Report on daily & weekly engagement metrics with a goal to achieve team targets for customer satisfaction and issue resolution

Retention and Service Recovery

• Account for the delivery and quality of support provided to customers

• Maintain your product knowledge, systems to diagnose and escalate service failures

• Investigate support incidents that lead to hotelier dissatisfaction and demonstrate a customer first mindset when engaging with them with a goal to retain dissatisfied customers and turn them into promoters

Adherence and Improvement

• Manage leave and on-shift availability of your team, ensuring support is available to hoteliers across all channels in line with defined support hours

• Adhere to all internal policies and SOPs and ensure your team is up-to-date with policy changes and are applying them consistently

• Identify continuous improvement opportunities with a goal to enhance the hotelier experience and achieve process excellence

• Present team metrics, updates and acknowledgements in weekly meetings

About you:

• Has 5+ years experience in a service-oriented, technical or customer support role

• Hotel (front-desk/reservations) / and or hospitality experience (advantageous)

• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally

• Technical proficiency in working on different systems (training will be provided)

• Excellent command of German & English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement

• Dutch command would be advantageous

About us: 

Are you ready to be part of something extraordinary? RoomRaccoon is a fast-growing tech company on a mission to redefine how hotels operate. We’ve even won awards for it too!

Our growing team of 110+ professionals is spread out across 5 offices worldwide, working hard to make RoomRaccoon the world's number one hotel management system.

As Tymen van Dyl, our CEO and Founder, puts it, “It's an exciting time to join RoomRaccoon. Through innovation, we have been able to enter many different markets and grow our international team of professionals who are dedicated to helping RoomRaccoon with its mission of becoming the world's number one hotel management system.”

Perks: 

• Equity
• Department incentive bonuses
• Formal Training & Development allowance
• Annual hotel allowance / experience
• Employee Referral Campaign
• Friday Drinks & Lunches
• Quarterly Office Massages
• Birthday Voucher
• End of year Voucher