Team Lead Customer Service - Smoobu (m/f/d)

Smoobu (www.smoobu.com), a subsidiary of HomeToGo Group, is a fast-growing startup in the vacation rental industry. Smoobu’s SaaS solution currently empowers private hosts to manage over 100,000 properties across more than 110 countries. Smoobu runs as an independent enterprise within the HomeToGo Group, ensuring its startup spirit and growth potential remain at the forefront. Our top priority is to assist hosts in efficiently managing and growing their businesses simultaneously. 

Smoobu’s success is attributed to our dynamic, ambitious, and international team, dedicated to exceeding our customers’ expectations through expert advice and action. We celebrate diversity and operate in a truly global environment, embracing the challenges and opportunities that come with it. Join us on this exciting journey to transform the vacation rental industry! 

As our product continues to evolve, we aim to set a new standard in the tourism industry by offering an exceptional user experience. As a Customer Service Team Lead, your primary focus will be to provide guidance and leadership to your team, ensuring exceptional customer support for our global user base. Your leadership will be instrumental in helping customers maximize the value of our software while fostering a culture of excellence within the team.

You will oversee support processes, ensure timely issue resolution, and continuously work on improving service quality. Additionally, you will proactively drive process improvements and implement key performance-tracking systems to enhance accountability and efficiency. Your role also involves managing escalations and mentoring your team to develop technical expertise and problem-solving skills.

• Leading and developing a team of 6-8 customer service specialists, coaching and empowering them to deliver high-standard support experiences while continuously expanding their skill sets.
• Developing deep technical expertise to improve advanced troubleshooting capabilities and product knowledge, ensuring effective team support.
• Implementing a system to monitor key performance metrics in real time (e.g., ticket movement, chat response times) and holding the team accountable for meeting established service levels.
• Creating and optimizing work schedules to ensure adequate coverage across all service channels.
• Monitoring and leveraging quantitative and qualitative data to give regular feedback and boost service levels.
• Managing complex cases and customer escalations while providing expert guidance to the team.
• Driving strategic thinking and proactivity by proposing process improvements and solutions to operational challenges to enhance overall team efficiency.
• Contributing to the quarterly goal-setting process by identifying areas for improvement and implementing effective solutions.

• Have a minimum of 2+ years of experience in leading and developing international Customer Service teams
• Are living a hands-on leadership mentality and are a role model for your team.
• Possess strong coaching and mentoring skills with experience in 1:1 feedback.
• Are business-driven, consistently striving to meet and surpass your KPIs
• Are an analytical and solution-driven entrepreneur unafraid of trial and error.
• Proactively identify operational inefficiencies and implement solutions to improve team performance.
• Have experience in SaaS for Small and Medium-sized businesses (SMB)
• Have proficient hands-on experience with CRM / Ticketing /Calling systems (Pipedrive, Zendesk and Aircall are big plus)
• Are able to work in a fast-paced and dynamic environment.
• Are fluent in English and other European language (a third language is appreciated).
• Experience with AI solutions is a plus
• Experience working in travel tech SaaS is a big plus

Your journey with Smoobu is a two way street - we’ve got you covered! We offer a diverse variety of benefits to enable your career development and make Smoobu a great place to work, including:

• The essentials: Competitive compensation package, visa sponsorship & relocation assistance*, full IT support & equipment, corporate benefits, modern offices, 27 paid vacation days a year (+ one additional day per year of employment until 32)
• Career growth: 360° feedback, open feedback culture, buddy and mentorship programs from an international team of passionate industry experts 
• Personal development: German & Lithuanian language courses, internal and external workshops & trainings, company & team events, Wellhub, clubs & sports (e.g. volleyball, running), psychological support
• Startup spirit: Driven by our Leadership Principles: We are fast, nimbl