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Mews Logo Mews · Customer Service

Customer Support Manager - DACH

Employment contract 50000.00 - 70000.00 EUR / Year · Job Posted May 29, 2026
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Job Description

This is a pivotal leadership role as we scale our DACH market operations. You'll lead a team of 7-11 Customer Support Analysts, driving productivity improvements and ensuring exceptional customer experience for our second-largest market by volume. As we launch live chat capabilities and expand our German-speaking customer base, you'll be the strategic point of contact for market performance and the voice of our customers within Mews.

Job Responsibility

  • 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

Requirements

  • 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 we offer

  • Participation in our company share program
  • Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
  • Unlimited paid holiday (yes, really)
  • Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy
  • Relocation options available after 1 year
  • Monthly EDGE time - dedicated to Explore, Develop, Grow, and Elevate yourself
  • Flexible, hybrid working options
  • One-off home office setup budget to make your workspace your own
  • Monthly working-from-home and healthcare allowances (where local healthcare benefits are not in available)
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