Head of Customer Support (m/w/d)

About This Opportunity

We are representing a well-established software company in Berlin that serves the hospitality industry across Europe. Our client has been developing booking and revenue management solutions for hotels since 2006, supporting over 2,200 properties with their digital presence and direct booking strategies.

They are seeking a Head of Customer Support to lead their international support team. This is a leadership role for someone who understands that customer support is not just about resolving tickets—it's about building relationships, developing people, and ensuring every client interaction creates a positive experience.

Responsibilities

• Lead and develop an international customer support team, creating an environment where team members take ownership and share knowledge effectively
• Identify process bottlenecks before they become problems and continuously improve support operations to ensure consistent quality
• Monitor key performance metrics while maintaining focus on the human elements behind the numbers
• Collaborate closely with product management, development, and sales teams to ensure customer feedback drives product improvements
• Handle escalations with composure and professionalism, finding sustainable solutions for complex situations
• Build and maintain the support structure for software products that require detailed customer guidance

What We're Looking For

• Proven experience leading a Customer Support or Customer Success team, with understanding that effective leadership means empowering others rather than having all the answers yourself
• Strong coaching mindset with genuine enthusiasm for developing team members and supporting their growth
• Background in software companies, particularly those with complex products requiring detailed customer support
• Experience in the hospitality industry is highly valued—whether in reservations, front office, or revenue management. Knowledge of hotel operations and the ability to speak the language of hotel professionals is a significant advantage
• Structured, analytical working style with the ability to make measured, thoughtful decisions
• Excellent communication skills in German (C2 level minimum) and English for international collaboration
• Drive to improve processes and service quality because you understand the impact, not just because it's documented procedure

Work Environment

This is a permanent, full-time position based in Berlin (Tiergarten area) with a hybrid work model: three days per week in the office, two days working from home. The company maintains standard business hours Monday through Friday, with overtime convertible to time off. Benefits include vacation days that increase with tenure, and a collaborative team culture that values both professional excellence and genuine collegiality.

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your profile and conduct an initial screening. If there's a strong match, we'll discuss the role in detail with you before submitting your candidacy to our client. Throughout the process, we serve as your advocate and main point of contact. Please do not attempt to contact the employer directly, as all applications must come through our coordinated process.

Pay

Compensation details will be discussed during the screening process based on your experience level.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.