Customer Success Team Leader

Support · München, Bavaria
Department Support
Employment Type Full-Time

About Us 


At Guestline, we develop innovative cloud technology for forward-thinking hoteliers. We are passionate about tackling industry challenges and our user-friendly software enables hotels to optimize their daily operations, increase sales and revenue, and provide better service to their guests through integrated solutions.  


Our diverse team consists of ambitious and creative minds with locations in Europe and Asia. In the market for 30 years, with over 200 employees and 2,600 customers, we plan to continue our international expansion. Our growth is strengthened by investments from Riverside PE, who have a strong track record of helping ambitious companies become market leaders. As part of this growth, we opened our office in Germany (Munich) in 2018.     


About the opportunity 


As part of our international expansion, we're looking for an experienced Customer Success Team Leader to join our growing DACH team. You’ll manage a team of engaged and dedicated First Line Support Specialists alongside systems, processes, and procedures in order to drive customer experience, resolve incidents, and achieve our Support SLA’s. Our Support Team is responsible for all aspects of support to our new and existing customers and products.  


The ideal candidate for this role will be  a driven people leader who is experienced in managing teams, passionate about increasing employee experience and managing performance.  


What you'll be doing


  • Motivate and manage your team to achieve performance targets 
  • Keep relevant parties informed of current and forecasted workloads, highlighting any perceived problem areas and any escalated incidents 
  • Manage the ticket queue to ensure incidents are completed within the agreed SLA’s 
  • Manage the Support Team Staffing Rota (flexible working within a 5-day week - we support our customers Monday - Saturday) 
  • Identify recurring problems and trends, and assist in their resolution by highlighting to the relevant department or team 
  • Ensure the team adhere to incident management processes and procedures 
  • Manage escalations ensuring customers are kept in the loop following our escalation processes  
  • Keep up-to-date with system and business developments 
  • Work with your team to ensure progression within the department 
  • Investigate and resolve tickets logged by customers, Guestliners, and 3rd parties with a high level of accuracy and detail 


About you 


  • You’re a driven people leader – you'll invest time to grow and develop your team, achieving measurable outcomes for our customers. You’ll be passionate about continuous performance improvement with an understanding of how it impacts and drives our support operations 
  • You’re bold and prepared to drive change – you use learning techniques, soft skills and lead by example to inject new ways of thinking wherever needed and you’re not averse to trying new things in order to deliver the best possible service  
  • You’re kind – one of our most important attributes in a Guestliner, you’ll go out of your way to help others and feel proud when others around you succeed  
  • You’re super organised – you have the ability to manage multiple escalations and changing environments with ease 
  • You’re tech-savvy – you’re adaptable to learning new technologies and terminology and take an interest in software development, back office tools and script development 
  • You relentlessly think Guest – thinking of the Guest comes second nature to Guestliners, we put a customer lens on all that we do  
  • You’re a problem solver – you keep an eye on the detail to deliver relevant and timely resolutions 
  • You’ve got a curious mind – you read around your subject and default to open when it comes to sharing knowledge  
  • You’re a self-starter – You can deal with ambiguity, working from your own initiative with a proactive approach 


Guestliner Benefits 


Our Guestliners make our business the innovative, progressive, and successful place that it is. Here are some of the benefits they enjoy: 


  • We're open to flexible working incl. home office so long as it works for you, your team, and the business 
  • In addition to normal public holidays, we'll give you 30 days holiday a year to relax and recharge your batteries and to allow you to celebrate properly, each year we'll give you a paid day to take your birthday off 
  • Every year we'll review your salary to ensure it fairly aligns with your responsibilities 
  • We want you to feel comfortable at work so if you are not meeting customers, feel free to dress down, and wear casual gear 
  • We encourage a healthy lifestyle and so we provide fresh fruit in our offices 
  • We like to have fun and feel it’s important for our team to unwind and get to know each other, our Social Committee organises regular events from local get togethers and charity initiatives to company BBQs and our annual Christmas party 
  • Travel Benefits 

 Diversity, Inclusion and Belonging


We're on a mission to disrupt the hospitality industry and a diverse team with different views, perspectives and experiences improves our ability to challenge conventions, support our customers and strengthen our decision making. We believe that all Guestliners should bring their best selves to work every day and we strive to create an inclusive environment which they feel comfortable, inspired and empowered. We're committed to hiring the best talent by ensuring our teams are represented by all pockets of society. We aim to grow, support and develop every individual during their time with us.

Data Privacy


Personal information about unsuccessful candidates will be held by us for 12 months after the recruitment process has been completed, it will then be deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.

Once a person has taken up employment with Guestline, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Guestline has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it.




As much as we appreciate the help, we're using our own direct sourcing methods or we're working with one of our carefully selected Agency Partners on this vacancy. To find out a little more about how we partner with agencies please email FAO our People Team, speculative phone calls will not be taken by our team neither will CV submissions without Guestline or the candidates expressed consent. 

Thank You

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  • Location
    München, Bavaria
  • Department
  • Employment Type