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:
To elevate the quality of customer support and ensure seamless team operations by guiding Customer Support Consultants (CSCs) toward excellence. Through fostering product expertise, managing complex escalations, and enriching the knowledge base, the Senior CSC empowers the team to consistently deliver outstanding service.
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
Formal training budget
Annual hotel experience
Equity options
Birthday and Christmas vouchers
Core Values:
Accountability
Beat Yesterday
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!
Abous Us
Worldwiders is a global B2B-oriented recruitment company that specializes in executive search and specialist recruitment worldwide. Since our journey began in 2016, we have become the go-to partner for tailor-made recruitment solutions, connecting top talent with prestigious opportunities across the globe. With a proven track record of over 5000 successful placements and 400+ satisfied partners in 40+ countries, our expertise ensures that we match each talent and company with the best opportunities to drive career growth and organizational success.
To cater to specific markets and meet the diverse needs of industries and roles across the globe, we operate through a diverse portfolio of five specialized brands: Nordic Jobs Worldwide, Multilingual Jobs Worldwide, Asian Jobs Worldwide, IT Jobs Worldwide, and our dedicated Executive Search brand. Each brand is uniquely designed to focus on particular markets, ensuring comprehensive and customized recruitment solutions. Contact us today to explore how we can elevate your career or support your recruitment needs.
