Customer Support Manager - DACH (SaaS)

TL;DR

Customer Support Manager (SaaS): Leading a team of Support Analysts in the DACH market to drive productivity and exceptional customer experience with an accent on team development and operational scalability. Focus on managing support KPIs, handling complex escalations, and implementing live chat capabilities to optimize market performance.

Location: Hybrid (DACH region)

Company

hirify.global is a Hotel Tech unicorn providing a connected hospitality cloud to streamline operations for thousands of hotels globally.

What you will do

• Lead and coach a team of 7-11 Customer Support Analysts through 1:1s and performance management.
• Drive scalability and productivity improvements within DACH support operations.
• Act as the primary point of contact for complex customer escalations.
• Collaborate with cross-functional teams to implement process improvements and new initiatives.
• Monitor and analyze KPIs such as CSAT, NPS, and resolution times.
• Oversee the rollout of live chat capabilities and other CX enhancements.

Requirements

• 3+ years of experience leading customer support or customer success teams.
• Native or fluent German and professional English proficiency.
• Experience with customer service software, databases, and KPI management.
• Must be based in the DACH region.
• Strong leadership skills in coaching and team development.
• Analytical mindset to drive operational improvements via data.

Nice to have

• Background in hospitality, PMS systems, or SaaS environments.

Culture & Benefits

• Participation in the company share program.
• Best-in-class parental leave (6 months for primary, 2 months for secondary caregivers).
• Unlimited paid holiday and flexible hybrid working options.
• Workation policy allowing work from other countries for a few weeks per year.
• Dedicated monthly "EDGE" time for professional development.
• One-off home office setup budget and monthly allowances.