Team Lead Customer Service (all genders)

Freiburg, Germany

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Holidu is one of the fastest-growing travel tech companies worldwide. Our mission is to make the booking and hosting of holiday homes free of doubt and full of joy. We help hosts to manage their vacation rental with ease and guests to find the perfect holiday home they truly enjoy. Our team of more than 600 colleagues from 60+ nations shares a passion for modern technologies, an ambition for constant improvement and the drive to bring the best experience to more than 40k hosts and 100 million website users each year. You want to achieve amazing milestones with us? Then pack your bag, hop on board and get ready for take off!

Your future team

In addition to comprehensive consulting and technical solutions for hosts, we also offer DMOs - Destination Management Organizations - services and solutions for optimized online visibility and bookability. You are part of our host service team and work in our beautiful office in Freiburg in a hybrid setup. The team looks after our customers with passion and professionalism. Regular team events are also part of our everyday working life.

Your role in this journey

As a Customer Service Team Lead, you will be key in driving our customer service success. Your responsibilities include:

Leading and motivating a team to achieve customer satisfaction and meet goals.
Coaching and mentoring team members through regular feedback sessions.
Conducting team meetings and managing task distribution and resource planning.
Monitoring KPIs, SLAs, and OKRs to ensure quality standards.
Guiding the team on handling tickets, calls, and process-related inquiries.
Analyzing customer feedback and improving service processes.
Assisting with escalated customer issues and operational tasks.
Acting as a bridge between teams, sharing information and coordinating interdepartmental projects.

Your backpack is filled with

Proven customer service experience, ideally in a leadership role.
Strong communication and team-building skills.
Organizational and problem-solving abilities to enhance efficiency.
Data-driven mindset for process improvement.
Fluent German; English is a plus.
Experience with customer support tools (e.g., Zendesk, AirCall) is a plus.

Our adventure includes

Impact: Make a difference for hundreds of thousands of monthly users.
Growth: Take responsibility from day one and develop through regular feedback, workshops, and knowledge exchanges.
Personal Development: Use your learning budget and 2 extra study days for conferences, books, courses, and more.
Community: Engage with international, diverse, yet like-minded colleagues through regular events and 2 office days per week with your team.
Flexibility: Benefit from our hybrid work policy and the chance to work from other local offices for up to 8 weeks a year.
Fitness: Get a premium gym membership at a discounted rate.
Travel: Enjoy 28 vacation days + 13 public holidays in Bavaria and the possibility to take up to 10 unpaid vacation days with special discounts on our Holidu Homes properties.

Need a sneak peek?
Check out the adventure that awaits you on Instagram @lifeatholidu.

Want to travel with us?

Apply online on our career page! Your first travel contact will be Lena from HR.

We are committed to diversity in all aspects of our business. We encourage applications from all genders, all corners of the world and all individual backgrounds. You are welcome to submit your application without a photo and without stating your gender, date of birth, marital status, nationality or disability status (if applicable).
If you require any special assistance when arranging interviews, office visits or the recruitment process in general, please contact the relevant HR person responsible for this job and we will do our best to accommodate your needs.