Head of Customer Support (m/w/d)

Are you looking for a job that inspires you?

Are you ready to check in with HotelNetSolutions? For almost 20 years, we have been getting the hotel industry up to speed and ensuring that our partners are always fully booked. With innovative ideas and digital flair, we are shaping the future of the industry. If you are ready to take off with us and conquer the marketing world, then pack your bags and become part of our creative team!

Your tasks:

You lead our international Customer Support team with clarity, trust, and an open ear. You create an environment where people enjoy taking responsibility and sharing their knowledge with one another.

You identify where processes can be improved before they become challenges. Together with your team, you continuously develop our support operations and ensure that quality is never left to chance.

You keep an eye on key performance indicators without losing sight of the people behind them. Because every number tells a story — you just need to look closely enough to understand it.

You work closely with Product Management, Development, and Sales. Customer feedback doesn’t disappear into a drawer — it goes exactly where it helps make our products better.

Even when things get complicated, you stay calm and focused. You handle escalations with confidence and find solutions that create long-term value.

That's how you should be:

You have already led a Customer Support or Customer Success team and understand that great leadership is not about having every answer yourself.

You enjoy seeing people grow and creating the space they need to succeed.

Ideally, you have experience in the hospitality industry or with a software company offering products that require explanation and guidance. You understand how important reliable support is for our customers’ daily operations.

You communicate clearly, respectfully, and reliably. German is your native language, and English helps you collaborate in an international environment.

You work in a structured way, think analytically, and make decisions with confidence and good judgment.

Above all, you are passionate about making things better. Not because it’s written in a process manual, but because you know that great service makes all the difference.

Feel good. We've got you covered:

You can expect a team that supports each other, shares knowledge, and finds solutions together. To be honest, we even think it’s the best team ever. Many companies probably say that — but we truly mean it.

We are looking for people who want to stay and grow with us. That’s why you’ll receive a permanent employment contract and a long-term perspective in an owner-managed company where reliability is not just something we write on our website — it’s something we live by.

Loyalty should be rewarded. That’s why your annual vacation entitlement increases over time.

When the workday ends, it’s time to switch off. Our working hours are Monday to Friday, and any overtime can be converted into time off. Your weekends are yours.

Work-life balance: Overtime can be paid out in time off, and the weekend is yours - regular working hours from Monday to Friday.

Two days working from home. Three days together in the office. For us, it’s the right balance between focused work and personal exchange.

Our Berlin loft in Tiergarten has the charm of a true courtyard office. No polished corporate atmosphere — instead, you’ll find short communication paths, open doors, and people you enjoy working with.

Dress code? Come as you are. A hoodie works just as well as a shirt.

Having a voice matters to us. Whether it’s major decisions or simply choosing which sweets should be stocked in the office next.

And because collaboration is about more than meetings, we also enjoy spending time together outside of work. Sometimes on the River Spree. Sometimes bowling. And sometimes simply at our now legendary cake party.

Are you waiting in the wings to finally check in?

Then we look forward to getting to know you! Apply now and become part of our team. We can hardly wait to welcome you.

Christin Tehrani

Talent Acquisition Manager