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About the Role

We are HotelNetSolutions, a Berlin-based company since 2006, developing customized software solutions for the hotel industry. We support over 2,200 hotels and hotel groups with products like OnePageBooking, VoucherBooking, RateDistributor, and MultiPropertyView to increase direct bookings and enhance their online presence. We believe in building relationships and providing excellent support that goes beyond just answering questions. We are seeking a Head of Customer Support to lead our international team, develop processes, and ensure every customer interaction results in a positive experience.

Responsibilities

Lead our international Customer Support team with clarity, trust, and an open ear.
Create an environment where team members are encouraged to take responsibility and share knowledge.
Identify and address process inefficiencies before they become problems.
Continuously develop our support processes with the team to ensure quality.
Monitor key performance indicators while remaining focused on the people behind the numbers.
Collaborate closely with Product Management, Development, and Sales to integrate customer feedback into product improvements.
Manage escalations with confidence and find sustainable solutions.
Ensure customer feedback is channeled effectively to improve products.

Requirements

Proven experience leading a Customer Support or Customer Success team.
Understanding that effective leadership involves empowering the team rather than knowing every answer.
Enjoyment in fostering team growth and providing support.
Ideally, experience in the hotel industry or with a software company offering complex products.
Understanding the critical role of reliable support for customers.
Structured and analytical approach to work.
Ability to make calm and considered decisions.
Clear, appreciative, and reliable communication skills.
German language proficiency at C1 level minimum.
English language skills beneficial for international communication.
A proactive attitude towards making improvements.

Skills

Team Leadership
Process Development
Performance Monitoring
Cross-functional Collaboration
Problem-Solving
Customer Relationship Management
Analytical Thinking
Communication
Hotel Industry Knowledge (Ideal)
SaaS Support Experience (Ideal)

Location

Berlin

Work Type

Hybrid
Full-time

Experience Level

Management
Leadership

Benefits

Supportive team environment
Knowledge sharing
Permanent employment contract
Long-term perspective in a family-run company
Growing vacation entitlement over time
Regulated working hours (Monday-Friday)
Option to convert overtime into time off
Two days of home office per week
Appealing office space in Berlin Tiergarten
Casual dress code
Involvement in decision-making
Team events

About the Company

HotelNetSolutions, based in Berlin, has been developing customized software solutions for the hotel industry since 2006.
Our products include OnePageBooking, VoucherBooking, RateDistributor, and MultiPropertyView.
We serve over 2,200 hotels and hotel groups, helping them increase direct bookings and showcase their unique identity online.
We value relationships, accessibility, and spoken communication over anonymous ticketing.
We are a family-run company where reliability is a core value.