German-speaking Senior Customer Support Consultant (Multiple Locations) Our client is an innovative company, established in 2017, focused on transforming hotel operations with an all-in-one hotel management system. Their team of over 110 professionals operates from five global offices, serving more than 2,000 clients across Europe, the USA, and Africa.
Location: Lisbon (Portugal) or Cape Town (South Africa)
Employment Type: Full-time, On-site
Role Overview:
As a Customer Success Manager, you will act as the main point of contact for German-speaking hoteliers, guiding them to maximize their experience and benefits from the platform. You'll develop an in-depth understanding of the product, identify upsell opportunities, and cultivate strong relationships with clients by addressing their unique needs.
Key Responsibilities:
Conduct QA for CSC email and phone interactions, scaling by stripe level, and communicate needs for improvement-driven training based on QA findings.
Lead new product release validations.
Address complex customer issues as an escalation point, including enforcing precise bug logging and resolution follow-ups.
Actively contribute to the creation and maintenance of knowledge base articles, guru cards, and canned responses following our measurable framework.
Key Skills:
Required:
Language Proficiency: Fluent in German
2+ years of experience in a service-oriented, technical or customer support role as 2IC or in a leadership role
Excellent communication skills with patience, empathy, and confidence in upselling
Comfortable in a fast-paced, high-tech environment with strong prioritization skills
Self-motivated, able to perform under pressure, and a natural team player
Organized and detail-oriented
Preferred:
Background in Hotel or SaaS industries
Perks and Benefits:
Mac-based work environment
Incentive-based commission structure
Equity options
Birthday and Christmas vouchers
Core Values:
Accountability
Clock Speed
Deals a Deal
Empower Another
Ready to join a team that's redefining hotel management? Apply now and become a key contributor in a high-growth, dynamic environment!
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