Customer Support Manager - DACHVerified as a real position

Who we’re looking for

• 3+ years of proven experience leading customer support or customer success teams
• Native/fluent German and professional English proficiency
• Experience with customer service software, databases, and KPI management
• Background in hospitality, PMS systems, or SaaS environments (strongly preferred)
• Strong leadership skills with experience in coaching, performance management, and team development

What you’ll do

• Lead and develop a team of Customer Support Analysts through coaching, 1:1s, and performance management
• Drive scalability and productivity improvements across the DACH support operations
• Own escalation handling and serve as the primary point of contact for complex customer issues
• Collaborate with cross-functional teams to implement process improvements and new initiatives
• Monitor and analyze support KPIs (CSAT, NPS, resolution times) to drive continuous improvement
• Support the rollout of live chat capabilities and other customer experience enhancements

About the position

Help make the world more hospitable The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences. You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building. If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.

Benefits

• Unlimited paid holiday (yes, really)
• Participation in our company share program
• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
• A work from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working