Team Lead, Customer Service – Business Travel

🔥 0 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

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Lanes & Planes

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🤝 B2B

✈️ Travel

☁️ SaaS

💰 Series B on 2023-10

B2B • Travel • SaaS

Lanes & Planes is a comprehensive travel management platform designed to streamline the entire business travel process for companies. It offers an all-in-one solution that allows users to book, manage, and account for their travel efficiently via an intuitive app. With features such as automated expense management, compliance tracking, and 24/7 support, Lanes & Planes aims to enhance the travel experience while reducing administrative burdens and costs for businesses.

📋 Description

• Lead and develop the transport-focused support agent team • Promote goal-oriented leadership, clear communication, and a solution-focused mindset within the team • Take responsibility for recruiting new colleagues in collaboration with HR • Optimize support processes using data and make them more efficient and scalable • Measure and sustainably improve customer satisfaction through defined metrics and KPIs • Respond flexibly to new challenges and lead the team confidently in dynamic situations

🎯 Requirements

• More than 3 years of experience in a leadership role in Customer Support, Travel Management, Customer Care, or a comparable field, including disciplinary management • Experience in the tourism and/or B2B SaaS industries is preferred • Ability to prioritize tasks • Agile approach to work • Ability to explain complex matters in a clear and comprehensible manner • Excellent communication skills and a practical, solution-oriented approach • Strong technical affinity • Familiarity with tools such as Zendesk, cloud telephony, and Google Workspace is preferred • Ability to manage a team based on KPIs • Structured and methodical approach • Affinity for processes, along with initial experience in project and process management • Customer- and service-oriented mindset • Business-fluent German and very good written and spoken English

🏖️ Benefits

• Hybrid working models or 100% remote work available • Up to 60 days per year of working remotely from another EU country • Ergonomic home office equipment for 100% remote employees after the probationary period • New IT equipment, including a MacBook, keyboard, and mouse • 28 days of annual leave, automatically increasing to a maximum of 30 days • 10% discount on private travel booked through the Lanes & Planes platform • DRV card offering discounts on leisure activities after the probationary period • €30 monthly allowance for one benefit of your choice: Deutschlandticket, Wellpass, JobRad, employee savings benefits, or occupational pension scheme, after the probationary period • Two established feedback meetings per year • Annual company workation

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