Head of Customer Support (m/w/d)

This position involves leading an international customer support team with a focus on building strong relationships rather than just managing tickets. The role requires identifying process bottlenecks before they become issues and continuously improving support quality alongside the team. You will monitor key performance indicators while maintaining a human-centric approach to data. Close collaboration with product management, development, and sales teams is essential to ensure customer feedback directly contributes to product improvements. The job demands a leadership style that fosters an environment where team members feel empowered to take responsibility and share knowledge. The company, based in Berlin, has been developing specialized software for the hotel industry since 2006, serving over 2,200 hotels and groups with tools like OnePageBooking and VoucherBooking. They prioritize direct communication and personal interaction over anonymous ticket systems. The advert does not specify required qualifications, years of experience, or specific technical tools beyond the company’s own software suite. No language requirements are explicitly stated, although the team is described as international. The working arrangement, including whether the role is office-based, hybrid, or remote, is not detailed in the text. This opportunity is intended for a leadership personality who values developing people and questioning processes to ensure every customer interaction leaves a positive impression.