Customer Success Lead

Hours: Full time 40 hours

Salary:/ EUR

Location: Remote

Contract: Permanent

About us

TravelLocal is one of the most significant online marketplaces for tailormade travel with a strong presence in both English and German language markets. With customers in more than 100 origin countries and partners in nearly 100 destination countries we are using technology to reimagine this sector pioneering the buy local movement in travel.

Our ethos is that local knowledge is best and that local economies should benefit more from tourism. The best holidays are made with creativity and imagination from real experts who live and work in the destination itself.

Tasks

About you

Are you looking to combine your passion for people management process implementation and travel Are you eager to constantly learn and develop Then you will love being part of the TravelLocal team!

We are seeking a talented and experienced Customer Success Lead to join our team. This position requires great people management skills project management excellence and a passion for customer service. You will be responsible for managing our brilliant Customer and Partner Success Team leading on everything customer related and identifying and implementing scalable solutions within your area of responsibility.

Responsibilities:

• Be prepared to roll your sleeves up and get involved as the team grows
• Manage the existing Customer and Partner Success Team with a growth and self development mentality
• Lead on everything customer their day to day queries care and complaint handling reporting and involvement of relevant stakeholders where necessary
• Ensuring that the information available on our website is relevant for customers from an operational point of view
• Further implement and drive our crisis management processes
• Handle projects as and when required as we scale
• Report on all the above responsibilities and initiatives
• Work very closely with other members of the Travel Success Team as well as other departments e.g. Marketing Product Finance

Requirements

Requirements:

• Experience working with Hubspot Twist ClickUp Helpscout Google Suite and systems alike
• Minimum of 5 years experience managing a customer facing team
• Comprehensive complaint management experience
• Ability to communicate confidently both verbally and in writing in English
• Experience within the Travel Industry and/or international markets
• Ability to see patterns and develop forward thinking solutions
• Ability to work effectively in a fast paced and pressured environment
• Passion for travel
• German proficiency is a bonus

Benefits

What we offer

• An international team and a company culture that actively supports growth and learning
• Modern offices in BerlinKreuzberg or Bristol with regular social events
• Option to work fully remotely
• 1 to 2 allcompany offsites per year (inclusive of travel and accommodation)
• Flexibility in working hours
• 26 vacation days per year increasing with length of service
• A generous allowance that you can use for personal development travel with one of our partners or to improve your work set up increasing with length of service

If you are a motivated and resultsdriven individual who wants to make a difference we would love to hear from you. We understand that you may not meet 100% of our requirements but we still encourage you to apply. We love to embrace talented people and we can guide you through your development to be a successful Customer Success lead.

Salary: up to/EUR depending on experience.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion colour national origin gender sexual orientation age marital status or disability status.