We’re looking for a...

Team Lead Service (m/f/d)

Berlin, Germany
Employee
Customer Support

In today’s world we experience a global shift to offline experiences over products. Following this trend, bookingkit is set to digitalise and develop tours&activities industry in Europe. Our API partners include connections to top-tier providers such as Google, GetYourGuide and TripAdvisor. We actively look for a Team Lead Customer Service (m/f/d) to operationally lead our international Customer Service Team in Berlin. We look both for candidates in Team Lead or similar roles as well as for the ones feeling they are ready for the next step in their careers.

IN A NUTSHELL

Level - ★★★☆☆ (Mid-level)

Our “Tool stack” - Intercom, Salesforce, Jira (+Jira Service Desk), Zapier, Google Apps

Our customers - We are a B2B2C platform, therefore you work mostly with business owners and companies from small to very large

Your future gear - Mac or Windows laptop (private use allowed), monitors as per your wish (also in home office)

Office - located in Berlin Neukölln, right next to S-bahn Sonnenallee, company language is English

Perks - Flexible worktime, very employee-friendly home office policy (forever, not only because of the pandemic), pet friendly office, breakfast, snacks & fruits 24/7, Company BBQs, Team events, Sport leagues…

Tasks

  • You are operationally leading our Customer Service Team
  • You are responsible for main KPIs and reports
  • You help manage service-related finance processes
  • You design & execute the short- and long-term strategy of the Team
  • You report directly to COO - we really do have flat reporting structure!
  • You will be improving CS process automation
  • You cooperate with multiple stakeholders around the company - from Sales all the way to Product & Development
  • You have a high degree of independence and ownership

Requirements

MUST-HAVES, SHORT & TO THE POINT

  • 3-5 years work experience overall, not necessarily in a managerial role, but in the area of customer contact
  • Fluent German & English
  • Advanced familiarity with at least one major ticket / support system
  • Experience in working with bug processing and / or tight cooperation with Developers
  • Excellent communication and people skills
  • Strong drive for leadership

NICE-TO-HAVES

  • Previous managerial experience leading customer-facing teams
  • High IT affinity - knowledge of multiple CS tools, HTML/CSS/JS knowledge, helpdesk experience or similar
  • Knowledge of French, Italian or Spanish
Didn’t find what you were looking for?
Updated: 1 day ago
Job ID: 1282909
About bookingkit GmbH
Shape the future of the tour & activity sector with us! Bookingkit offers more than "just a job"- it's about the bookingkidness ;-)
51-200 employees
Information Technology (IT)
 
Sonnenallee 223, Berlin, Deutschland
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Software Engineer (m/f/d)
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Sophie Eltgen
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Sophie Eltgen
Head of HR
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