Customer Support Team Lead

Customer Success 🌍 Can you help us change the world? It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new‑generation cloud technology within global hospitality. With our industry‑leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation. We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole… 🧑🏻💻 About the role First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this: As a Customer Support Team Lead for our DACH region, you'll build a strong team and shape staff behaviors to accomplish desired results. You'll coach our Support team staff to deliver exceptional customer service and play a collaborative role in growing and implementing standards and processes. This is a pivotal leadership role as we scale our German‑speaking customer support operations. ✅ Your mission, should you choose to accept it: Supervise day‑to‑day operations of the DACH customer support team Perform periodic performance reviews, facilitate career pathing, and develop professional improvement plans Serve as point of escalation for your team and German‑speaking customer base Identify knowledge gaps and eliminate them through additional training/coaching sessions Monitor SLAs, analyze potential violations, and implement preventative measures Lead by example while working as an independent contributor when needed 🤝️ You’ll be a great fit if you bring a few of the below with you: Fluent German and English essential for supporting our DACH customers 3+ years in customer success with proven track record in support operations 1+ years team leadership experience managing day‑to‑day support operations Outstanding communication skills, both written and verbal Strong people skills and organizational abilities Experience with support platforms (Zendesk, Intercom, Freshdesk) preferred Hospitality tech or PMS experience is a plus Benefits Participation in our company share program Best‑in‑class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year) Unlimited paid holiday Work from anywhere – flexibly work from other countries for a few weeks each year through our compliant and flexible Workation policy Relocation options available after 1 year Monthly "EDGE" time – dedicated to Explore, Develop, Grow, and Elevate yourself Flexible, hybrid working options One‑off home office setup budget to make your workspace your own Monthly working‑from‑home and healthcare allowances (where local healthcare benefits are not available) Benefits tailored to each location – from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are Because at Mews, growth, balance, and belonging aren't just words, they're how we work. Everyone is welcome at Mews We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work. If this sounds like you and you’re ready to join a global, innovative and exciting community, we’d love to hear from you. One very important note: don’t hold back. Even if you don’t meet 100% of the criteria listed in this job description, we still encourage you to apply. We believe everyone should have equal access to opportunities and we’re committed to providing an inclusive experience, so please let us know if there’s anything we can do to support you during the application process. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. 🤖 AI and Hiring at Mews At Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency, but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts — but ensure your application and conversations with us reflect your personal opinions, capabilities and experience. We’re building an AI‑enabled workforce, and that starts with people who think independently and bring fresh ideas to the table. Because at Mews, making work more human is the ultimate goal. Note on AI use If you use AI to help prepare your application, that’s fine. Please just be ready to explain how you used it if asked. By submitting your application, you also confirm that you will not use AI tools to generate answers during the interview process itself. If we reasonably suspect that interview responses are AI generated, we may ask clarifying questions to confirm authenticity. Please be aware this could affect your ability to progress in the hiring process. #J-18808-Ljbffr