Team Lead, Customer Service – Business Travel
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Job Description
Teamlead Customer Support für Lanes & Planes, eine digitale B2B-Geschäftsreiseplattform. Führung des Transport-Supportteams und datengetriebene Prozessoptimierung.
Responsibilities:
- 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:
- 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:
- 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
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